Desktop Support Technician L2

Key Responsibilities:

• Deploy and configure laptops and mobile devices, including cleaning, repair, replacement, and managing logistics.
• Perform software break/fix procedures.
• Activate roaming services for mobile devices.
• Provide timely updates to users utilizing the IT Service Management (ITSM) tool.
• Conduct workstation sweeps for maintenance and troubleshooting.
• Support IT Asset Management (ITAM) including storage administration, inventory, and management.
• Manage printers, including configuration, deployment, and troubleshooting.
• Support network and infrastructure operations as needed.
• Execute adds, moves, and changes (AMC) within IT infrastructure.
• Coordinate tech grab-and-go replenishment (restocking).
• Maintain loaner devices fleet ensuring availability and functionality.
• Maintain conference/meeting room AV systems to ensure they are operational.
• Perform physical IT-related tasks such as cabling, unboxing/boxing equipment, lifting, climbing ladders, and organizing storage.
• Handle hardware shipments and logistics.
• Be available to support additional IT-related activities as necessary.
• Mentor and provide support to junior technicians.
• Provide technical leadership within the support organization.
• Assess, prioritize, review, and assign IT support tickets to appropriate technicians; coordinate support resources efficiently.
• Operationally lead daily IT support efforts to ensure timely resolution of issues.

Qualifications:

• Minimum 3 years of experience as an IT Technician or in a similar technical support role.
• Proficiency in deploying and managing laptops, mobile devices, printers, and associated software.
• Experience with IT Asset Management and ITSM tools.
• Strong troubleshooting, hardware repair, and maintenance skills.
• Ability to perform physical IT-related tasks safely and efficiently.
• Excellent communication skills, with a user-focused approach to support.
• Demonstrated ability to mentor junior staff and lead support teams.
• Fluent in Spanish and English preferred.

Additional Information:

• Flexibility to participate in extra IT activities and support tasks as needed.