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Urgent! L2 Tech Support - Site Migrations || Desktop Management Specialist Infrastructure Services Job Opening In Norwich New York – Now Hiring Macpower Digital Assets Edge Private Limited

L2 Tech Support Site Migrations || Desktop Management Specialist Infrastructure Services



Job description

About the Role: We are seeking a highly skilled and experienced Desktop Management Specialist to join our Infrastructure Services (IS) team.

The ideal candidate will bring over 7 years of expertise in desktop management, IT support, and service delivery, demonstrating technical acumen and exceptional problem-solving abilities in a dynamic, fast-paced environment.

Job Locations:


  • Niskayuna, NY

  • Norwich, NY

  • Peebles, OH

  • Cincinnati, OH

  • Newark, DE

  • Mcallen, TX

  • Madisonville, KY


Key Responsibilities:


  • Provide break/fix support for desktops, laptops, and peripherals.


  • Re-image devices and reinstall/configure applications as required.


  • Troubleshoot Windows OS, hardware issues, and enterprise applications.


  • Collaborate with third-party vendors to escalate and resolve hardware issues.


  • Document issues and resolutions in IT service management systems (e.g., ServiceNow, Remedy).


  • Install and configure desktops, laptops, mobile devices, peripherals, and associated software.


  • Provide technical support for on-site and remote users, addressing queries and resolving incidents.


  • Manage the ticket queue to ensure timely resolution in compliance with SLAs.

  • Develop and maintain standard operating procedures (SOPs), knowledge base articles, and technical documentation.


  • Coordinate with Level 3 support teams for enhancements, maintenance, and upgrades.


  • Provide IT support for events, meetings, and disaster recovery scenarios.


  • Ensure end-user support for O365, Active Directory, and related networking functionalities.


  • Oversee application support and ensure seamless system upgrades/refreshes, maintaining configuration integrity.


  • Support printer network setups, driver installations, and device repairs through vendor coordination.



Required Skills and Experience:


  • 7+ years of experience in Desktop Management within Infrastructure Services (IS).


  • Advanced knowledge of PC hardware, software, operating systems (Windows 10/11, Android OS, macOS), directory services, and network configurations.


  • Proficiency in IT service management tools and familiarity with ITIL processes.


  • Expertise in O365, Active Directory, DNS, Group Policy, and Firewall configurations.


  • Strong troubleshooting capabilities for basic LAN/WAN issues, Wi-Fi configurations, and VOIP phones.


  • Excellent communication and interpersonal skills for managing diverse stakeholders, including users, senior management, and vendors.


  • Proven ability to manage incidents and problems effectively, adhering to established SLAs.


Education and Certifications:


  • Relevant technical certifications (e.g., CompTIA A+, Microsoft certifications) are highly desirable.


  • ITIL Foundation certification preferred.



Additional Information: This position requires associates to work from the assigned office location five days a week, ensuring immediate response and support for end-user technical needs.



Required Skill Profession

Other General



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