Covetus · 1 day ago
Information Technology Desktop Support
Mansfield, MA
Full-time
Onsite
Mid LevelCovetus is a company focused on providing IT support services, and they are seeking a L2 Desktop Support Engineer to deliver Tier 2 support to customers. The role involves troubleshooting and resolving technical issues, coordinating with other teams, and ensuring customer satisfaction through effective communication and problem-solving.
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)
Excellent verbal and written communication skills
Ability to work under pressure when customers are experiencing critical incidents
Handles break/fix, configuration issues, troubleshooting, software installations, hardware repair
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