Hartford, CT- Desktop support Technician Level II

Heunets - Hartford, CT

Full-time - Entry Level

Hartford, CT

About the position

The Desktop Support Technician Level II is responsible for providing day-to-day local and remote desktop support, troubleshooting hardware and software issues, and ensuring operational consistency across shifts within the IT Support Center. The role involves engaging with customers, maintaining ticket updates, and collaborating with third-party vendors to resolve complex issues. The ideal candidate should have 3-5 years of relevant experience in Windows Desktop support and possess strong analytical and problem-solving skills.

Responsibilities

• Provide day-to-day local and remote desktop support.
• Receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve hardware, software, and application issues.
• Facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts.
• Provide Break Fix, fault diagnosis, and resolution.
• Provide fault analysis to various core operating systems and platforms.
• Support and apply desktop fault resolution for the approved application suite.
• Provide first/second level contact and problem resolution for customer issues.
• Work with Third Party Vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support, and troubleshoot various Windows operating systems and Microsoft Office applications.
• Support Apple PC users with basic knowledge of Mac operating system.
• Install, upgrade, support, and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, and printers.
• Perform remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Demonstrate broad experience in IT with a basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.
• Work in a project-based environment requiring flexibility and teamwork.

Requirements

• Bachelor's Degree or equivalent in Computer Science or a related field.
• CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Minimum of 18 months of IT experience.
• Experience with Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, and Helpdesk ticketing systems.
• Mobile device management including iOS and Android devices, Enterprise encryption solutions, and Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Ability to multi-task, effectively determine priorities, and meet SLAs.
• Excellent communication, relationship-building, and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willingness to work off-hours and weekends when required for projects or emergency support.