L2 Desktop Support Engineer
About the Opportunity
MD Technologies Global is seeking an experienced, dependable and customer-focused L2 Desktop Support Engineer to provide recurring on-site technical support for one of our clients in Robesonia, Pennsylvania.
This is a long-term engagement requiring one full-day on-site visit every Thursday. The selected engineer will serve as a hands-on technical resource responsible for assisting end users with workplace technology, desktop and laptop issues, applications, hardware, peripherals, connectivity and related technical support needs.
The successful candidate should be comfortable working independently in a professional client environment while coordinating with remote support, infrastructure, networking and other technology teams when escalation is necessary.
Job Details
Key Responsibilities
- Provide Level 2 on-site technical support for desktops, laptops, monitors, docking stations, printers and other workplace technology.
- Diagnose and resolve Windows operating system, hardware, software and user-profile related issues.
- Support Microsoft 365 applications including Outlook, Microsoft Teams, OneDrive and related productivity tools.
- Troubleshoot network connectivity, wired and wireless access, VPN connectivity and basic TCP/IP related issues.
- Install, configure, replace and troubleshoot desktop and laptop computers and supported peripheral devices.
- Support new-user onboarding, workstation configuration and device readiness.
- Assist with laptop deployments, refresh activities, migrations, replacements and hardware lifecycle tasks.
- Install and configure approved business applications according to client requirements.
- Troubleshoot authentication, login, password and access-related problems.
- Support printers, scanners, displays, docking stations, keyboards, mice and other end-user peripherals.
- Perform basic Active Directory and endpoint-related troubleshooting when permitted within the client environment.
- Assist users with shared drives, mapped resources and enterprise application connectivity.
- Perform hardware diagnostics and coordinate replacement or escalation where necessary.
- Document incidents, service requests, troubleshooting activity and completed work in the client's ticketing platform.
- Escalate unresolved networking, infrastructure, application and security issues to the appropriate teams.
- Maintain professional communication with end users, client contacts, remote support teams and vendors.
- Follow client security, change-management, access-control and IT service-management procedures.
- Provide clear status updates for open issues, escalations and completed support activities.
- Represent MD Technologies Global professionally while working at the client location.
Technical Skills
Required Qualifications
- Professional experience providing desktop support, field services, service desk or end-user computing support.
- Strong working knowledge of Microsoft Windows desktop environments.
- Experience troubleshooting laptops, desktops and workplace peripherals.
- Experience supporting Microsoft 365 applications and enterprise users.
- Ability to systematically diagnose technical issues and determine the correct resolution or escalation path.
- Basic understanding of networking concepts including IP addressing, DNS, wired connectivity and Wi-Fi.
- Experience working with incident and service-request ticketing systems.
- Strong verbal and written communication skills.
- Ability to work independently while coordinating with remote technical teams.
- Strong customer-service and interpersonal skills.
- Reliable transportation and the ability to report to the Robesonia client location every Thursday.
Preferred Qualifications
- Two or more years of desktop support, field support or related professional IT experience.
- Experience supporting users within an enterprise or corporate technology environment.
- Familiarity with Microsoft Intune or comparable endpoint-management platforms.
- Familiarity with Active Directory and identity management.
- Experience with Windows deployment, imaging, refresh or migration projects.
- Experience using ServiceNow or another ITSM platform.
- CompTIA A+, Network+, Microsoft or comparable technical certifications are beneficial.
What We're Looking For
Excellent desktop support is more than closing technical tickets. The right engineer combines technical knowledge, ownership, professionalism and customer service.
- Dependable and punctual.
- Professional in client-facing environments.
- Comfortable taking ownership of technical problems.
- Organized and detail-oriented.
- Strong troubleshooting mindset.
- Clear and respectful communicator.
- Comfortable working independently.
- Able to collaborate effectively with remote technical teams.
- Focused on providing an excellent end-user experience.
Work Location
Client Site
220 Old West Penn Avenue
Robesonia, PA 19551
United States
This position requires physical attendance at the client location every Thursday for a full business day.
Why Work With MD Technologies Global?
MD Technologies Global connects skilled technology professionals with organizations requiring dependable, hands-on IT support.
- Work in professional business environments.
- Build hands-on enterprise IT experience.
- Expand your desktop and field-support expertise.
- Develop long-term professional relationships.
- Work independently while collaborating with technical support teams.
- Receive consideration for future MD Technologies Global opportunities.