Covetus · 2 days ago
Desktop Support Specialist
Addison, TX
Full-time
Onsite
Mid LevelCovetus is seeking a L2 Desktop Support Engineer to provide Tier 2 support to customers by diagnosing and resolving technical issues. The role involves troubleshooting hardware and software problems, maintaining service level agreements, and serving as a key interface between customers and the engineering team.
ConsultingDigital MarketingMobile AppsSoftwareStaffing AgencyWeb DesignWeb Development
Hiring Manager
Ameesha Patel
Responsibilities
Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the customer
Physically fit to walk through large areas
Ability to work after hours and weekends if necessary or required by the customer
Knowledge of using ServiceNow as the ticketing tool
Provide technical assistance and support, and resolve problems related to the use of computer hardware and software for end users
Analyze, resolve, respond to, and document end user inquiries
Install desktop/Laptop, printers/scanners, and other peripheral software using approved tools
Troubleshoot Operating System issue. Connection issues with LAN/WAN
Update tickets with accurate and timely records of work performed, and resolution details
Maintain and contribute to a knowledge base
Coordinate hardware warranty repair
Perform inventory management activities as required in coordination with asset management and other corporate groups
Escalate to 3rd party vendors when necessary
Responsible for raising and coordinating problem management issues
Perform additional tasks (end user/infra related) when required Strong understanding and skills in SLA, KPI Management
Qualification
Required
Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot be resolved by Tier 1 (L1) and providing support for software and hardware technical problems
Excellent verbal and written communication skills
Ability to work under pressure when customers are experiencing critical incidents
Ability to work within multiple sites
Ability to travel to different sites as necessary or required by the customer
Physically fit to walk through large areas
Ability to work after hours and weekends if necessary or required by the customer
Knowledge of using ServiceNow as the ticketing tool
Provide technical assistance and support, and resolve problems related to the use of computer hardware and software for end users
Analyze, resolve, respond to, and document end user inquiries
Install desktop/Laptop, printers/scanners, and other peripheral software using approved tools
Troubleshoot Operating System issue
Connection issues with LAN/WAN
Update tickets with accurate and timely records of work performed, and resolution details
Maintain and contribute to a knowledge base
Coordinate hardware warranty repair
Perform inventory management activities as required in coordination with asset management and other corporate groups
Escalate to 3rd party vendors when necessary
Responsible for raising and coordinating problem management issues
Perform additional tasks (end user/infra related) when required
Strong understanding and skills in SLA, KPI Management
Company
Covetus
Headquartered in Dallas, Tx, Covetus LLC is a trusted name in the IT services industry.
Founded in 2005
51-200 employees
H1B Sponsorship
Covetus has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (5)
2023 (4)
2022 (5)
2021 (5)
2020 (4)
Funding
Current Stage
Growth StageRecent News
Company data provided by crunchbase