Desktop Support Technician – Tier 2

Location: Tallahassee, FL – Onsite
Employment Type: Full-Time Contract
Schedule: Monday–Friday with flexibility between 7:00 AM–7:00 PM; occasional Saturday/on-call coverage may be required
Contract Term: Through June 2027 with potential for renewal

Position Overview

We are seeking an experienced IT Support Specialist / Tier 2 Support Technician to provide onsite technical support within a large enterprise environment in Tallahassee, Florida.

This position will provide hands-on support for computer hardware, Microsoft applications, operating systems, mobile devices, printers, audiovisual equipment, and other workplace technology. The ideal candidate has strong troubleshooting skills, enjoys working directly with end users, and is comfortable taking ownership of technical issues through resolution.

Key Responsibilities

• Provide Tier 2 technical support for hardware, software, operating systems, and related IT issues.
• Troubleshoot and resolve medium-to-high complexity technical problems.
• Install, configure, maintain, and support desktop and workstation hardware.
• Install and provide technical support for software applications and operating systems.
• Support Microsoft products, including Windows, Microsoft Office/Office 365, and Outlook.
• Monitor the Service Desk queue and resolve assigned support tickets.
• Diagnose hardware and software issues and perform root cause analysis.
• Support networked printers, smartphones, and other IT hardware.
• Assist users with specialized software applications.
• Coordinate service calls and repairs for warranty and non-warranty equipment.
• Provide support for audiovisual (AV) and video conferencing (VC) equipment, including setup and troubleshooting.
• Maintain accurate technical documentation and contribute to the team's knowledge base.
• Assist with IT projects and coordinate with other technical teams as needed.
• Provide technical guidance and informal training to end users.
• Recommend procedures and controls that can help prevent recurring technical issues.

Required Qualifications

Candidates should meet one or more of the following:

• 2+ years of experience installing, maintaining, and supporting workstation hardware; or
• 2+ years of customer service and technical support experience working with Microsoft Office 365 and Windows operating systems; or
• Relevant technical certifications, such as CompTIA A+, CompTIA Network+, or similar workstation-support certifications; or
• Associate or Bachelor's degree in Computer Science, Information Technology, or a closely related field.
• High school diploma or equivalent required.

Technical Skills

The ideal candidate will have experience with:

• Microsoft Windows
• Microsoft Office / Microsoft 365
• Microsoft Outlook
• Desktop and laptop hardware
• Software installation and configuration
• PC hardware and firmware
• LAN/WAN environments
• Networked printers
• Smartphones and mobile devices
• Service Desk / ticketing systems
• Audio/Visual equipment
• Video conferencing technology
• Hardware and software troubleshooting

What We're Looking For

We're looking for someone who can take ownership of technical issues and work through problems independently while still collaborating effectively with a larger IT team.

Successful candidates should have:

• Strong troubleshooting and problem-solving skills
• Excellent customer service skills
• Clear written and verbal communication
• Ability to prioritize and manage multiple support requests
• Ability to document technical issues and resolutions
• Strong organizational skills
• Initiative and ability to work with limited direction
• Ability to work effectively as part of a technical support team

This position is 100% onsite in Tallahassee, Florida. Remote or hybrid work is not available.