What are the responsibilities and job description for the Desktop Support Engineer L2 position at Sharp Brains?
Skill Set : EUC L2
Designation : FTE 5DPW (on-site)
Language : English (C1 Level)
Contract : B2B/Freelance
Days Per Week : 5
Location : Reno, Nevada, United States
Role – Onsite Deskside Support (L1/L2)
Key Responsibilities:
1. Provided end-to-end technical support for desktop and laptop systems, including
troubleshooting hardware, software, and connectivity issues.
2. Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
3. Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and
vendor-based hardware replacements.
4. Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket
resolution, and remote assistance.
5. Administered approved software installations, updates, and security patching in coordination
with IT policies.
6. Provided remote and deskside support using EUC tools and supported applications such as MS
Office, Outlook, and VPN clients.
7. Ensured compliance with security protocols, antivirus monitoring, and desktop policy
enforcement.
8. Offered VIP support and acted as the primary onsite contact during critical escalations or
outages.
9. Supported printers, scanners, and peripheral devices, including troubleshooting and routine
maintenance.
10. Assisted with Active Directory tasks, basic user account management, and smart hands support.
11. Maintained documentation of incident resolution, hardware inventory, and technical guides for
internal reference.
12. Demonstrated familiarity with Windows OS environments, mobile device support, and basic
MAC device handling.
13. Followed ITIL practices for incident, problem, and service request management in corporate
environments.