Lab Support Technician L2

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.

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

Skills

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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