Job Description
Desktop Support Technician – L2 Deskside Support (Tampa, FL)
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Pay: Up to $29.00/hr (DOE)
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Contract: 12+ Months
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Location: Tampa, FL – 100% Onsite, Monday–Friday
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Benefits/PTO: Not included
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Dress Code: Business Casual (Jeans Permitted)
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**3rd party resumes will not be considered. Local candidates only. W2 only**
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Position Overview
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We are seeking an experienced Desktop Support Technician / L2 Deskside Support Technician to provide hands-on IT support within a corporate office environment in Tampa, FL. This role is ideal for a customer-focused IT professional with strong technical troubleshooting skills and experience delivering high-touch, white-glove support to corporate employees, executives, and VIP users.
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The technician will provide Level 2 desktop support, troubleshoot hardware and software issues, support mobile devices, and manage incidents through ServiceNow. The ideal candidate is professional, self-motivated, and comfortable working independently in a fast-paced enterprise environment.
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Key Responsibilities
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- Provide Level 2 desktop and deskside support to corporate employees, executives, and VIP users.
- Deliver professional, white-glove IT support with a strong focus on customer satisfaction and user experience.
- Troubleshoot and resolve hardware, software, Windows OS, laptop, desktop, and peripheral issues.
- Install, configure, and maintain computers, laptops, mobile devices, and related IT equipment.
- Provide support for Apple iPhones, iPads, and macOS devices.
- Manage incidents and service requests through ServiceNow, maintaining accurate documentation and ticket updates.
- Take ownership of support tickets, prioritize issues, meet SLAs, and coordinate escalations through resolution.
- Perform workstation setups, equipment installations, office relocations, and new-hire technology onboarding.
- Collaborate with other IT teams to resolve complex technical issues.
- Maintain technical documentation, troubleshooting procedures, and knowledge base articles.
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Required Qualifications
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- Proven experience in Level 2 Desktop Support, Deskside Support, or Enterprise IT Support.
- Strong troubleshooting skills across desktop/laptop hardware, Windows operating systems, software applications, and peripherals.
- Previous experience providing VIP, executive, or white-glove IT support.
- Hands-on experience supporting Apple mobile devices, including iPhones and iPads.
- Experience with ServiceNow or another ITSM ticketing platform.
- Understanding of incident management, ticket prioritization, SLA requirements, and escalation procedures.
- Excellent customer service, communication, and interpersonal skills.
- Ability to manage multiple priorities and work independently in a corporate environment.
- Professional demeanor and ability to communicate effectively with users at all technical levels.
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Preferred Qualifications
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- ITIL Foundation certification or knowledge of ITIL best practices.
- Microsoft technical certifications.
- Experience supporting Apple macOS environments.
- Previous experience supporting executives and senior leadership in a corporate headquarters environment.
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Additional Requirements
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- Must be able to work onsite five days per week in Tampa, FL.
- Must maintain a professional, customer-focused presence.
- Ability to work under pressure while managing competing support priorities.
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Interested candidates: Apply with an updated resume highlighting your L2 Desktop Support, ServiceNow, and VIP/Executive Support experience.