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.
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Mandatory Requirements
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2+ years of experience in Desktop/Deskside Support or IT Service Desk.
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Strong hands-on experience with Windows 10/11.
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Experience supporting Microsoft 365, Outlook, Teams, and Microsoft Office applications.
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Working knowledge of Active Directory.
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Experience troubleshooting PCs, laptops, printers, monitors, and other peripherals.
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Basic knowledge of TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN.
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Experience with an ITSM/ticketing tool, preferably ServiceNow.
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Strong L1/L2 troubleshooting and problem-solving skills.
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Excellent communication and customer-service skills.
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Ability and willingness to work 100% onsite in Erie, PA.
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Ability to work independently and escalate issues to appropriate L3 teams.
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Key Responsibilities
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Provide L1/L2 onsite technical and deskside support to end users.
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Troubleshoot hardware, software, application, and network-related issues.
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Install, configure, maintain, and replace desktops, laptops, and peripherals.
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Manage, update, and document ITSM tickets.
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Support user onboarding, workstation setup, and device replacement.
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Diagnose and resolve printer, monitor, connectivity, and peripheral issues.
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Document troubleshooting steps and resolutions accurately.
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Escalate unresolved or complex issues to L3 support teams.
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Ensure incidents are resolved within established SLA requirements.