Desktop Support L2/L3

Primary Responsibilities

• Serving as a hands-on point of support for users across the company, in person, over the phone and email.
• Owning and administering the ticketing system — triaging, prioritizing, assigning, and tracking tickets from open to resolution.
• Resolving a wide range of hardware, software, network, and account issues, and escalating or researching the complex ones through to a fix.
• Supporting and troubleshooting Windows Server, Active Directory, and Microsoft 365 / Entra ID, and other Microsoft Admin portals.
• Troubleshooting network connectivity (TCP/IP, DNS, DHCP, VPN, Wi-Fi) across corporate and field locations.
• Handling endpoint setup, imaging, patching, and device management (e.g., Intune/MDM).
• Building and maintaining documentation, knowledge-base articles, and support procedures.
• Using scripting/automation (PowerShell or similar) where it helps reduce manual work.

Requirements

• 3+ years of hands-on IT support experience across a range of users and issues.
• Experience owning or administering a ticketing/ITSM system.
• Solid working knowledge of Windows Server, Active Directory, and Microsoft 365 / Entra ID.
• Solid networking fundamentals (TCP/IP, DNS, DHCP, VPN) and multi-site troubleshooting ability.
• Comfort with endpoint deployment, Intune, Autopilot, and device management.
• Willingness to travel to locations to service systems, hardware, and network equipment.