What are the responsibilities and job description for the Deskside Support Technician position at TECEZE?
Job Title: L1 & L2 Desktop Support Engineer
Location: Erie, PA 16544
Work Mode: 100% Onsite
Employment Type: Full-Time, W2
Job Summary
Looking for an experienced L1 & L2 Desktop Support Engineer to provide onsite technical and deskside support to end users in Erie, PA. The ideal candidate will have strong hands-on experience troubleshooting desktop, hardware, software, application, printer, and connectivity issues while ensuring incidents are resolved within established SLAs.
Mandatory Requirements
- 2 years of experience in Desktop/Deskside Support or IT Service Desk.
- Strong hands-on experience with Windows 10/11.
- Experience supporting Microsoft 365, Outlook, Teams, and Microsoft Office applications.
- Working knowledge of Active Directory.
- Experience troubleshooting PCs, laptops, printers, monitors, and other peripherals.
- Basic knowledge of TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN.
- Experience with an ITSM/ticketing tool, preferably ServiceNow.
- Strong L1/L2 troubleshooting and problem-solving skills.
- Excellent communication and customer-service skills.
- Ability and willingness to work 100% onsite in Erie, PA.
- Ability to work independently and escalate issues to appropriate L3 teams.
Key Responsibilities
- Provide L1/L2 onsite technical and deskside support to end users.
- Troubleshoot hardware, software, application, and network-related issues.
- Install, configure, maintain, and replace desktops, laptops, and peripherals.
- Manage, update, and document ITSM tickets.
- Support user onboarding, workstation setup, and device replacement.
- Diagnose and resolve printer, monitor, connectivity, and peripheral issues.
- Document troubleshooting steps and resolutions accurately.
- Escalate unresolved or complex issues to L3 support teams.
- Ensure incidents are resolved within established SLA requirements.