Senior Desktop Support Specialist

Role Overview

The Senior Desktop Support Specialist will serve as the primary Level 2 (L2) Desktop Support resource for an assigned client, acting as the single point of contact for end-user support activities. This role will work closely with the client’s Director of IT, owning desktop support operations with a high level of autonomy and accountability.

What You Will Do

Provide L2 support for desktops, laptops, mobile devices, printers, and peripherals. Troubleshoot and resolve complex issues related to hardware, software, and operating systems. Deliver remote support using approved remote access tools.

Why It Might Be a Fit

Minimum 3–5 years of technical support experience, including escalation and resolution of complex issues. Proven experience working as a Level 2 (L2) Desktop Support resource. Ability to work independently as the sole support resource assigned to a client.

Requirements

• Fluency in English (oral and written; B2+ or above)
• Minimum 3–5 years of technical support experience
• Proven experience working as a Level 2 (L2) Desktop Support resource
• Ability to work independently as the sole support resource assigned to a client
• Strong knowledge of the ITIL framework and IT best practices
• Intermediate to advanced networking skills
• Advanced knowledge of hardware troubleshooting and maintenance
• Proficiency with on-premises Active Directory administration
• Experience supporting Mac and Windows environments
• Flexibility to adjust work schedules to meet client needs
• High school diploma required; Bachelor’s degree or relevant certifications are a plus
• Excellent communication, interpersonal, and customer service skills
• Experience using IT ticketing systems for incident and request tracking