L2 Support Tech

Dearborn 48120
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Job Description:

Job Summary:

We are looking for a reliable and customer-focused PC Technician (Level 2 Support) to join our IT Operations Team. This role is responsible for maintaining and supporting the organization’s end-user computing environment, including desktops, laptops, peripherals, and basic network connectivity. The ideal candidate will have strong troubleshooting skills, a proactive mindset, and the ability to work independently across multiple locations.

 

Key Responsibilities:

  1. End-User Support:
  2. Provide Level 2 technical support for hardware, software, and peripheral issues escalated from the help desk for both PC and Mac.
  3. Workstation Setup & Maintenance:
  4. Install, configure, and relocate workstations, including operating systems, software applications, and hardware components. (Rackmount Work Stations)
  5. Infrastructure Support:
  6. Assist in maintaining the organization’s IT infrastructure, including PCs, printers, and basic networking equipment.
  7. Issue Escalation & Documentation:
  8. Troubleshoot and resolve complex technical issues; escalate unresolved problems to appropriate teams and document solutions.
  9. Utilize ServiceNow for ticketing
  10. Network Connectivity:
  11. Support basic network troubleshooting including wired and wireless connectivity, VPN access, and printer sharing.
  12. System Monitoring:
  13. Monitor system performance and usage patterns to identify and resolve potential issues proactively.
  14. Patch Management:
  15. Assist in reviewing and applying Windows security updates and patches to ensure system integrity.
  16. Mobility & Field Work:
  17. Travel between locations in Dearborn, MI to support workstation moves, setups, and issue resolution (vehicle not provided or gas reimbursement.)
  18. Willingness to Utilize AI to Automate Tasks

 

Required Skills & Qualifications:

  • 2+ years of experience in a desktop support or PC technician role.
  • Strong knowledge of Windows operating systems and Microsoft Office Suite.
  • Strong Knowledge of Mac OS
  • Experience with imaging, deploying, and maintaining end-user devices.
  • Ability to lift and move computer equipment as needed.
  • Excellent documentation and organizational skills.

 

Soft Skills:

  • Strong troubleshooting and problem-solving abilities.
  • Effective data gathering and research skills.
  • A customer service mindset with a focus on user satisfaction.
  • High attention to detail and quality.
  • Ability to work independently and manage time effectively