Job Title: Desktop Support Engineer – L2
Location: Monroeville, PA
Employment Type: Long-Term Contract
Work Arrangement: Onsite
Support Coverage: 8x5 + On-Call
Job Description
We are seeking an experienced Desktop Support Engineer – L2 to provide hands-on technical support for employees and new hires. The ideal candidate will have strong experience troubleshooting Windows and Mac systems, supporting hardware and software, managing IT assets, and providing high-quality onsite and VIP support.
Key Responsibilities
- Provide L2 hardware and software support for employees and new hires.
- Image, configure, install, and deploy Windows and Mac laptops and desktops.
- Troubleshoot Windows, Macintosh, and mobile devices.
- Install, configure, and provide break-fix support for printers and peripherals.
- Provide walk-up, desk-side, and VIP support.
- Manage and resolve service requests and incidents through the appropriate ticketing system.
- Support employee onboarding, including workstation and equipment setup.
- Perform asset tagging, inventory management, asset reclaim, disposal, and redeployment.
- Maintain accurate hardware and software inventory records.
- Prepare weekly inventory and hardware tracking reports.
- Coordinate hardware refreshes and warranty repairs.
- Coordinate equipment shipping and receiving.
- Coordinate data backup and recovery activities.
- Provide audio/video support and equipment health checks.
- Coordinate with vendors for dispatch, repairs, and technical support.
- Coordinate with mobile device vendors for support, replacements, and repairs.
- Collaborate with internal IT teams and vendors to troubleshoot and resolve complex technical issues.
- Participate in on-call support as required.
Required Qualifications
- 3+ years of experience in Desktop Support, End-User Computing, IT Support, or a similar role.
- Strong hands-on experience supporting Windows and Mac operating systems.
- Experience troubleshooting laptops, desktops, mobile devices, printers, and peripherals.
- Strong knowledge of hardware and software troubleshooting.
- Experience with L2/desk-side support in an enterprise environment.
- Experience with ticketing/service management systems.
- Experience with asset management and inventory tracking.
- Strong customer service and communication skills.
- Ability to provide professional VIP and walk-up support.
- Experience supporting new-hire onboarding and hardware deployments.
- Strong problem-solving, organizational, and documentation skills.
- Ability to work independently and collaborate effectively with IT teams and vendors.
- Willingness to participate in an 8x5 + On-Call support model.
Preferred Skills
- Experience with enterprise asset management tools.
- Experience supporting audio/video equipment and conference rooms.
- Experience coordinating with hardware, software, and mobile device vendors.
- Knowledge of enterprise ITIL/service management processes.
- Relevant IT certifications such as CompTIA A+, Microsoft, or Apple certifications are a plus.
Work Environment
This is an onsite L2 Desktop Support position in Monroeville, PA, requiring hands-on interaction with employees, IT equipment, and onsite technology infrastructure.
Pay: $19.00 - $22.00 per hour
Work Location: In person
