Desktop Support Technician - IT, Level 2

Frontiers is one of the world’s largest and most impactful research publishers, dedicated to making peer-reviewed, quality-certified science openly accessible. Their mission is to enable better collaboration and faster innovation so that scientists can deliver solutions for healthy lives on a healthy planet. They publish across 222 community-led journals covering approximately 1,700 academic disciplines and provide an AI-powered open science platform. They actively promote the global transition to open science and engage various stakeholders to accelerate scientific solutions for a healthier planet.

• 3-5 years of experience in desktop support or similar role.
• Associate or Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
• Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician.
• Familiarity with network configurations and protocols.
• Experience with operating systems: Windows, macOS, iOS.
• Knowledge of IT security best practices.

Key Responsibilities:

• Troubleshoot and resolve hardware and software issues autonomously (Level 2 Desktop Support Technician).
• Provide IT services support onsite and remotely.
• Configure and deploy desktops, laptops, and mobile devices.
• Provide input on IT strategies and objectives related to support efficiency.
• Utilize and contribute to IT support documentation and SOPs.
• Assist with network connectivity issues.
• Maintain accurate inventory of IT equipment and software licenses.
• Administer and grant access permissions to users.
• Onboard new starters and deliver IT inductions.
• Provide end-user training and support for IT systems and applications.
• Collaborate with IT team members to improve support processes.
• Support internal and external company events.
• Use Jira Service Management ticketing system to communicate with users and provide updates.
• Ensure all tickets are resolved within defined SLAs.
• Provide AV support in meeting rooms.

Frontiers actively embraces diversity and is a safe and welcoming workplace. Recruitment is free from discrimination based on race, national or ethnic origin, age, religion, disability, sex, gender identity, or sexual orientation.