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Makpar Logo Makpar · IT - Administration

Tier II Service Desk Specialist

United States, Jacksonville 22.00 - 25.00 USD / Hour · Job Posted January 03, 2026

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Job Description

The Desktop Support Technician provides technical assistance and support for hardware, software, and network-related issues. This role is responsible for troubleshooting problems, installing and configuring systems, and ensuring optimal performance of end-user devices. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a customer-focused mindset.

Job Responsibility

  • Provide first-level and second-level onsite and remote support for desktops, laptops, printers, and other peripherals
  • Diagnose and resolve hardware and software issues in a timely manner
  • Install, configure, and maintain operating systems, applications, and security tools
  • Assist with onboarding and offboarding of employees, including device setup and account provisioning
  • Maintain accurate documentation of support requests, resolutions, and asset inventory using an ITSM ticketing system
  • Collaborate with IT team members to escalate complex issues and implement solutions
  • Ensure compliance with organizational IT policies and security standards
  • Support remote users and troubleshoot connectivity issues via VPN or remote tools

Requirements

  • Associate degree in IT, Computer Science, or related field, Trade School, Certificate Programs (or equivalent experience)
  • 6 months to 1 year of desktop support or IT helpdesk experience
  • Proficiency in Windows and macOS environments
  • Knowledge of Active Directory, Office 365, and basic networking concepts
  • Familiarity with imaging tools and remote support software
  • Familiarity with ticketing systems such as ServiceNow and Remedy
  • Strong communication, customer service, and problem-solving abilities
  • Must adhere to federal government IT security standards
  • Ability to lift and move computer equipment (up to 50 lbs.)
  • Security Clearance eligibility to obtain and maintain a Public Trust clearance
  • Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for a minimum of 3 years to obtain

Nice to have

  • CompTIA A+
  • Microsoft Certified Modern Desktop Administrator Associate
  • ITIL Foundation

What we offer

  • Great benefits package
  • Excellent training and career development opportunities
  • Flexible work schedules
  • Generous compensation package
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