Desktop Support Technician II (Level 2)

About the role

InteLogix is looking for a Level 2 Desktop Support Technician to handle escalated hardware, software and end-user issues. The role is fully on-site, with availability for occasional weekend and after-hours on-call support during emergencies.

Key responsibilities

• Provide Level 2 support for escalated hardware, software and end-user issues.
• Troubleshoot Windows 11, Microsoft Office/Microsoft 365, PCs, peripherals and mobile devices.
• Support Microsoft Active Directory and user/endpoint-related issues.
• Diagnose LAN, TCP/IP, connectivity, cabling and other networking issues.
• Manage tickets from investigation through resolution using enterprise ticketing systems.
• Support VDI, RDP, RDSH, DaaS or cloud desktop environments.
• Take part in in-house mobilizations and technology deployments.
• Collaborate with vendors, U.S.-based IT teams and other stakeholders.
• Provide on-call support during critical incidents or IT emergencies.

Required profile

• 1+ year of hands-on desktop/IT support experience.
• B2 English proficiency or higher.
• Demonstrated Level 2 troubleshooting and escalation experience.
• Ability to work 100% on-site, with a valid driver's license and ability to travel when required.
• Availability for occasional weekend/after-hours on-call support.

Required skills

• Strong proficiency with Windows 11.
• Solid working knowledge of Microsoft Active Directory.
• Solid knowledge of Microsoft Office/Microsoft 365, cloud and desktop versions.
• Solid understanding of networking (network layers, LAN, TCP/IP).
• Experience with enterprise ticketing systems such as ServiceDesk Plus, Remedyforce or ServiceNow.
• Preferred: VDI, RDP, RDSH, DaaS, Azure Virtual Desktop or AWS WorkSpaces experience; relevant IT certifications are a plus.