Desktop Support Technician (Level 2)
Baltimore, MD, 21231
Job Title: Desktop Support Technician (Level 2)
Location-Type: Onsite – Baltimore, MD (5 Days/Week)
Work Hours: 40 Hours/Week
Start Date Is: ASAP
Duration: 6-Month Contract with Potential Extensions
Compensation Range: $25–$30/hr W2
Benefits: Eligible for Health, Dental, Vision, 401K
Must be authorized to work in the U.S. This position is not eligible for sponsorship.
Job Description:
Our client is seeking a Level 2 Desktop Support Technician to provide hands-on, onsite technical assistance to employees within a corporate environment. This position is primarily focused on troubleshooting software, Windows operating systems, Microsoft 365 applications, user access, and general workstation functionality.
The ideal candidate has strong experience resolving everyday end-user IT issues, such as employees being unable to log into their laptops, Microsoft Excel or Outlook not functioning properly, application errors, and connectivity problems. This individual should be patient, personable, technically resourceful, and comfortable working directly with employees to resolve issues efficiently.
Day-to-Day Responsibilities:
- Provide Level 2 onsite desktop and end-user support, primarily focused on software and application troubleshooting.
- Diagnose and resolve Windows 10/11 operating system issues, including login failures, performance problems, and software errors.
- Troubleshoot Microsoft 365 applications, including Excel, Outlook, Word, Teams, and PowerPoint.
- Resolve user account and access issues, including password resets, locked accounts, Active Directory permissions, and authentication errors.
- Troubleshoot software installation, configuration, compatibility, and functionality issues.
- Assist employees with VPN, Wi-Fi, and general network connectivity issues.
- Support new-user onboarding, including account setup, application access, and workstation configuration.
- Provide walk-up, in-person, and remote technical support to employees.
- Diagnose common laptop and desktop functionality issues, escalating hardware-related repairs when necessary.
- Document and manage support tickets, track resolutions, and escalate complex technical issues to appropriate teams.
- Deliver professional, responsive customer service while supporting employees with varying levels of technical knowledge.
Minimum Requirements:
- Associate's degree in Computer Science, Information Technology, Engineering, or a related technical field.
- 5 years of desktop support, IT support, or end-user technical support experience.
- Strong hands-on experience troubleshooting Windows 10/11 operating systems.
- Experience supporting Microsoft 365 applications, particularly Excel, Outlook, Word, and Teams.
- Experience resolving login issues, password resets, account lockouts, and user-access problems.
- Working knowledge of Active Directory and Windows user account administration.
- Experience diagnosing software installation, configuration, and application performance issues.
- Familiarity with VPN, Wi-Fi, and basic network connectivity troubleshooting.
- Experience using IT ticketing systems to document and resolve support requests.
- Strong communication, customer service, and problem-solving skills.
- Ability to provide onsite support five days per week.
Preferred Qualifications:
- Previous Level 2 desktop support or deskside support experience in an enterprise environment.
- Experience supporting Microsoft 365, Active Directory, and corporate authentication systems.
- Familiarity with ServiceNow or similar IT service management platforms.
- Experience providing walk-up or white-glove technical support to corporate employees.
- Experience supporting users within financial services or another large corporate environment.
- CompTIA A , Microsoft certifications, or equivalent technical training.
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