Lab Support Technician L2

As a Level 2 Lab Support Technician, you are responsible for supporting client technology and services located onsite at the customer location. This includes but is not limited to general support of Windows desktops, server systems, as well as Linux devices in a lab environment. This is an internal end-user employee-facing role where your skills at maintaining and developing relationships with internal users and executive staff are crucial.

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. May require 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

Provide user training and education

Reporting to customers and management on status, resource needs, and projected outcomes

Mentorship and training of junior Regional IT Specialists by more senior members of the team on processes and tools

Project management

Skills

Job experience and history focused on Desktop/Server Support at Tier 2 levels

Proficient in Linux and Microsoft Windows. Skilled in all diagnostics, commands, etc.

Experienced in the utilization of an array 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 when providing Desktop Support

Leadership ability to ensure technical growth and professionalism of 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 professionally perform and communicate in stressful and high impacting 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 support 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