As a Level 2 Lab Support Technician, your role involves providing support for client technology and services onsite at the customer location, focusing on general support for Windows desktops, server systems, and Linux devices in a lab environment. This is an internal end-user employee-facing position where your ability to maintain and develop relationships with internal users and executive staff is crucial.

How You Will Make An Impact: 

• Plan, design, implement, and support hardware and software installation projects
• Analyze, test, and debug compute device systems
• Customize systems for specific functional areas or unique user needs
• Laptop/Desktop/Server Break-Fix, Remote Desktop/Server Support
• Support OS, a variety of applications, security agents/services, and hardware issues for users (Windows and Linux)
• Work with IT Infrastructure teams to set up and maintain existing infrastructure environments and assist with local changes
• Provide user training and education
• Re-imaging
• New HW delivery and setup, including lifting of boxes and compute HW in addition to installation under desks
• Printer installation and troubleshooting
• Problem diagnosis and resolution
• Ensure client satisfaction and client management
• Reporting to customers and management on status, resource needs, and projected outcomes
• Mentorship and training of junior Regional IT Specialists by more senior team members on processes and tools
• Project management

What You Will Need To Succeed:

• Job experience and history focused on Desktop/Server Support at Tier 2 levels
• Proficiency in Linux and Microsoft Windows, including diagnostics and commands
• Experience in the utilization of Desktop Imaging and MDM tools, such as Intune, SmartImager, Imperious, SmartDeploy
• Thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, Office 365, Microsoft Office products, G-Suite support & administration, Anti-Virus, Internet Browsers, Internet connectivity
• Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs during Desktop Support
• Leadership ability to ensure technical growth and professionalism of the Desktop team and colleagues
• 3+ years of relevant technical experience supporting users in a Windows and Linux environment
• Ability to multi-task and manage multiple priorities in a fast-paced environment
• Ability to diagnose and solve complex technical issues
• Ability to perform and communicate professionally in stressful and high-impact situations
• CompTIA's A+ and Network+ certification preferred; MCSE: Desktop Infrastructure and CCNA a plus
• Effective oral and written communication skills
• Ability to work collaboratively with other IT Regional Specialists and cross-functional technical team members to meet deadlines; ability to work independently as well
• Ability to interface with executive-level internal employees and troubleshoot their compute requirements
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
• Ability to follow standard engineering principles and practices
• Creative approach to problem-solving
• Ability to handle multiple tasks concurrently with competing deadlines
• Ability to travel to customer sites for installations, troubleshooting, user training, and relationship management

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