Tier 2 Desktop Support- post

Experienced and resourceful Tier 2 IT Technician with a solid track record of resolving complex desktop and end-user computing issues in dynamic, multi-site environments. Known for delivering high-quality technical support with a focus on minimizing downtime, enhancing user productivity, and maintaining secure device ecosystems.

Key strengths include:

Advanced Troubleshooting: Skilled in diagnosing and resolving escalated hardware/software issues across Windows, macOS, and mobile platforms. Proficient in root cause analysis and resolution of persistent desktop performance problems.
End-User Computing: Hands-on experience supporting Microsoft 365 applications, network connectivity, printers, and peripheral devices. Adept at user onboarding, profile migrations, and access management via Active Directory and Azure AD.
Mobile Device Management (MDM): Experienced in deploying and managing mobile devices using platforms such as Microsoft Intune, JAMF, and AirWatch. Configures compliance policies, app deployments, and remote wipe capabilities to ensure data security.
Customer-Facing Support: Provides responsive, empathetic on-site assistance for walk-ups, scheduled service, and urgent escalations. Builds trust with users through clear communication and consistent follow-through.
Documentation & Collaboration: Maintains detailed incident logs, contributes to knowledge base articles, and collaborates with Tier 3 and infrastructure teams to implement long-term solutions.
Recognized for a proactive mindset, technical versatility, and the ability to bridge user needs with IT best practices in high-demand environments.