Desktop Support Specialist II

About the role

This position acts as a consultant to both End-Users and IT in their use of desktop computing resources. Supports and maintains company-owned computer systems, desktops, and peripherals, including diagnosing, repairing, and maintaining all hardware and equipment while ensuring optimal workstation performance. This person will also troubleshoot problem areas in a timely and accurate fashion.

Responsibilities

• Provide advanced Level 2 technical support for complex desktop hardware, software, and peripheral issues.
• Utilize advanced troubleshooting techniques to diagnose and resolve escalated user problems.
• Document solutions for complex issues and contribute to the knowledge base.
• Implement and maintain desktop security best practices to ensure workstation protection.
• Troubleshoot and resolve workstation performance and configuration issues.
• Develop and deliver user training materials for new software or hardware deployments.
• Assist users with onboarding processes and initial desktop configuration.
• Collaborate with Level 3 support specialists to resolve complex technical issues.
• Participate in knowledge-sharing initiatives and provide guidance to less experienced team members.

Requirements

• Associate’s Degree in Computer Science or a related field (preferred).
• 2-4 years of experience in a Level II desktop support role or a related field (required).
• CompTIA A+ certification (required); additional certifications specific to MAPFRE's technologies (e.g., Microsoft certifications) a plus.
• In-depth understanding of computer hardware, software, and operating systems.
• Proficiency in Level II desktop support best practices, including advanced troubleshooting methodologies, data backup and recovery procedures, and user account management.
• Familiarity with configuration management tools and system deployment processes.

Skills

• Makes independent decisions on resolving complex desktop support issues by selecting the most appropriate course of action from established procedures.
• Escalates critical issues to higher-level support teams.
• Works under general supervision for routine tasks; receives guidance on new procedures or complex issues.
• May provide guidance and training to less experienced desktop support staff.
• May take a lead role in specific projects or initiatives related to desktop support.
• Applies advanced troubleshooting skills and knowledge to resolve complex desktop support issues independently.
• Collaborates with higher-level support teams to diagnose and resolve escalated technical problems.

Benefits

• Competitive health coverage, retirement plans, and paid time off.
• Flexible work options and lifestyle perks like employee discounts.
• Tuition reimbursement and leadership programs for career growth.
• Internal mobility opportunities.
• Opportunities to contribute to meaningful initiatives through Fundación Mapfre, supporting communities and sustainability worldwide.

Pay

The typical starting salary range for this role is $55,000 - $68,000, determined by skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings in addition to salary.