Desktop Support Specialist – Level 2 CINC Systems – Colombia About the Role CINC Systems is seeking a Desktop Support Specialist – Level 2 to provide advanced end-user support and serve as an escalation resource for desktop-related issues. This role is responsible for resolving more complex technical problems, supporting endpoint deployments, and helping maintain reliable and secure desktop environments for CINC employees. The Level 2 Desktop Support Specialist works closely with the Corporate IT team, platform team, information security, and vendors, and plays a key role in maintaining documentation, improving support processes, and ensuring a high-quality employee IT experience.
Job Duties End-User Support - Provide day-to-day desktop support for employees and vendor-supported services.
- Deliver phone, ticket-based, and remote support for end users in the U.S. and Colombia.
- Troubleshoot hardware, operating system, application, email, permissions, and connectivity issues.
- Conduct new user onboarding training, including orientation on standard hardware, operating systems, core applications, security best practices, and IT support processes.
- Provide follow-up guidance and ad hoc user training to help employees effectively use supported tools and systems.
- Provide consistent, high-quality customer service while managing multiple support requests.
Endpoint & Desktop Support - Assist with the deployment, configuration, monitoring, maintenance, and patching of desktops and laptops.
- Support desktop and laptop base images and deployment processes.
- Troubleshoot operating system, driver, software, and performance-related issues.
- Support endpoint security requirements such as updates, encryption, and compliance checks.
Identity & Access Support - Manage and support user accounts, permissions, and access requests across corporate systems.
- Administer and support Microsoft 365 services including Exchange Online, SharePoint Online, OneDrive, and Microsoft Teams
- Manage user accounts, licenses, groups, and permissions via Microsoft 365 Admin Center and Azure Active Directory (Entra ID)
- Assist with onboarding and offboarding activities under established procedures.
- Troubleshoot access and authentication issues, escalating when necessary.
Hardware, Software & Asset Management - Deploy new hardware and software for employees.
- Troubleshoot printers, peripherals, and mobile devices.
- Maintain accurate asset and inventory records and assist with lifecycle tracking.
Documentation & Collaboration - Document desktop support procedures, common issues, and solutions.
- Assist with documentation required for internal controls, regulators, or auditors.
- Work with consultants, technical personnel, and vendors to support services and products.
Project & Team Support - Support IT projects as assigned by the Corporate IT Administrators.
- Assist the Corporate IT team on projects as directed by IT leadership.
Additional Responsibilities - Participate in on-call rotations or perform after-hours project work as required.
- Perform other duties that logically align with the position.
- Exemplify CINC’s values while supporting the company’s mission and organizational goals.
Qualifications - Bachelor’s degree in Information Technology or related field, or equivalent relevant work experience.
- 3+ years of experience in Desktop Support, Desktop Analyst, or IT Support roles.
- Experience supporting Windows and/or macOS desktop environments.
- Familiarity with desktop imaging, software deployment, and patching processes.
- Experience managing user accounts, permissions, and access requests.
- Strong troubleshooting, communication, customer service, and interpersonal skills.
- Ability to work independently while collaborating effectively with a team.
- Willingness to participate in on-call support or after-hours project work as required.
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