Tier 2 Desktop Support

Gravity IT Resources

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Job Title: Tier 2 Desktop Support

Location: Deerfield beach, Florida (5 days a week on-site)

Job-Type: Long term contract

Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or “corp to corp” agreements).

Position Summary:
We are seeking an experienced and knowledgeable Tier 2 Desktop Support Specialist to join our IT team. The ideal candidate will have a strong technical background and the ability to troubleshoot and resolve complex issues. This role requires proficiency with various technologies, including ServiceNow, Intune, Azure, Dell Autopilot, Dell Imaging, Microsoft Office, Windows 10 and 11, Entra ID, and Mac troubleshooting.
Key Responsibilities:

  • Provide advanced technical support and resolve escalated issues from Tier 1 support.
  • Manage and maintain IT service management tool (ServiceNow) for tracking and documentation.
  • Manage devices using Intune and Dell Autopilot.
  • Utilize Azure for user and device management, and to support cloud-based applications.
  • Handle Dell Imaging for device setup and deployment.
  • Support Microsoft Office applications and troubleshoot related issues.
  • Troubleshoot and resolve issues with Windows 10 and 11 operating systems.
  • Provide support for Entra ID and manage user access and security settings.
  • Perform troubleshooting and support for Mac devices and operating systems.
  • Collaborate with other IT team members to identify and implement improvements.
  • Maintain up-to-date knowledge of industry trends and best practices.

Required Qualifications:

  • Minimum of 3 years of experience in a desktop support role.
  • Strong knowledge and experience with ServiceNow.
  • Proficiency in Microsoft Intune for device management.
  • Experience with Azure for user and device management.
  • Familiarity with Dell Autopilot and Dell Imaging for device deployment.
  • Strong troubleshooting skills with Windows 10 and 11.
  • Knowledge of Entra ID for identity and access management.
  • Experience in troubleshooting Mac devices and operating systems.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Strong organizational skills and attention to detail.

Preferred Qualifications:

  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator, etc.).
  • Experience in a corporate IT environment.
  • Familiarity with other IT service management tools.
  • Understanding of network fundamentals and security principles.


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