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As a Level 2 Desktop Engineer, you will provide advanced technical support for desktop hardware, software, and network-related issues for a client in Washington, DC. You will handle escalated support tickets, perform troubleshooting, and maintain the organization’s computing resources. This role requires strong problem-solving skills and a deep understanding of IT systems, including SaaS management.

Key Responsibilities:

• Provide advanced troubleshooting and resolution for desktop, laptop, and peripheral issues.
• Respond to and manage escalated support tickets, ensuring timely resolution.
• Install, configure, and maintain software and hardware components.
• Assist in the setup and support of network-related issues.
• Document support processes and resolutions in the ticketing system.
• Collaborate with other IT teams to resolve issues and improve support processes.
• Maintain knowledge of current IT trends and technologies.
• Administer and manage M365 services, with a focus on Teams, SharePoint, and OneDrive.
• Mentor and train junior support staff.
• Participate in IT projects and initiatives, contributing technical expertise.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 2-4 years of experience in desktop support or a related IT role.
• Strong understanding of computer hardware, software, and networks.
• Experience with M365 administration, specifically Teams, SharePoint, and OneDrive.
• Ability to troubleshoot and resolve advanced technical issues.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience with Mac support and troubleshooting or experience with Jamf a plus.
• Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.

Skills:

• Windows operating systems
• Active Directory
• Microsoft Office Suite
• Remote desktop tools
• Network troubleshooting
• Hardware diagnostics and repair
• ITIL framework
• SaaS management (M365, Jamf)