IT Support Specialist

Sybex Support Services Pvt Ltd - Portland, OR

Full-time - Entry Level

Portland, OR

About the position

The L2 Desktop Support Engineer is responsible for providing advanced technical support for desktop-related issues, including hardware and software troubleshooting. This role involves configuring, deploying, and managing desktops and laptops, implementing security measures, and collaborating with teams to design effective desktop solutions. The engineer will also conduct root cause analysis, maintain technical documentation, and provide knowledge transfer to L1 support teams, while participating in on-call rotations as needed.

Responsibilities

• Provide advanced technical support for desktop-related issues (hardware/software)
• Troubleshoot and resolve complex problems (OS, applications, peripherals)
• Configure, deploy, and manage desktops/laptops (Windows/Mac)
• Implement and maintain desktop security measures (antivirus, patches)
• Collaborate with teams to design and implement desktop solutions
• Conduct root cause analysis and implement preventative measures
• Develop and maintain technical documentation
• Provide knowledge transfer to L1 support teams
• Participate in on-call rotations (if required)
• Stay up-to-date with industry trends and emerging technologies

Requirements

• 4+ years of experience in desktop support
• Bachelor's degree in Computer Science, IT, or related field
• CompTIA A+, HDIP, or equivalent certification
• Strong knowledge of Windows/Mac operating systems
• Strong knowledge of Microsoft Office Suite
• Strong knowledge of desktop security and antivirus solutions
• Strong knowledge of hardware troubleshooting and repair
• Strong knowledge of ITIL framework
• Excellent problem-solving, analytical, and communication skills
• Ability to work independently and in a team environment

Nice-to-haves

• MCSE/MCSA certification
• Experience with virtualization technologies (VMware, VirtualBox)
• Experience with cloud-based services (Office 365, Google Workspace)
• Experience with IT service management tools (ServiceNow, JIRA)
• Experience with scripting languages (PowerShell, Bash)
• Knowledge of ITIL best practices