What are the responsibilities and job description for the Desktop Support Specialist position at SLG INNOVATION, INC.?
Role Summary
The Level 2 Service Desk Technician provides advanced technical support, ensures timely resolution of escalated incidents, and contributes to the continuous improvement of IT systems, workflows, and user experience. This role supports both onsite and enterprise help desk operations, with a focus on consistent execution, strong communication, and ownership of complex issues through resolution.
Key Responsibilities
Advanced Troubleshooting & Incident Resolution
Resolve escalated incidents involving hardware, OS, applications, AV, networking, and identity-related issues
Diagnose recurring problems and recommend long-term corrective actions
Review routing accuracy, correct mis-assigned tickets, and maintain ticket hygiene
Apply triage discipline to ensure fast and accurate resolution
Conference Room & AV Support
Monitor and maintain AV systems using Teams Rooms Pro and Logitech Sync
Respond to AV-related incidents and ensure rooms are meeting-ready
Support major onsite events and executive meetings as needed
System & Workflow Validation
Test and validate updates, configuration changes, and workflows before rollout
Identify gaps in processes or routing and recommend improvements
Support L3 with troubleshooting systemic issues and platform changes
Cross-Functional Collaboration
Work with HR, Finance, Training, and business owners on user lifecycle processes
Escalate issues clearly and professionally, including vendor engagement when needed
Participate in change management, communication, and deployment planning
Documentation & Knowledge Management
Document fixes, known issues, and procedures in the knowledge base
Identify areas of tribal knowledge and convert them into standards
Keep documentation accurate, current, and user-friendly
Operational Excellence
Participate in daily huddles and weekly operational reviews
Track and report progress on tasks and recurring issues
Support queue coverage and prioritize work based on business impact
Maintain compliance with internal controls, security policies, and audit requirements
Required Skills and Experience Technical
5–8 years of IT support experience, with at least 2 years in a Level 2 role
Strong knowledge of Azure, Microsoft Entra, Microsoft 365, Teams, Exchange, Access Packages, SharePoint Administration and basic networking
User account management for Enterprise business applications
Familiarity with ServiceNow or other enterprise ITSM platforms
Preferred Certs
Comptia N
Micorsoft Certification MS 900