STEM · Full roadmap · ~100 min read · 33 steps

🖥️IT Support Level 2: Desktop Support (Aotearoa NZ)

Fix hardware, boot failures, and Windows problems an NZ help desk hands you

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Learning path

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Where L2 sits and what L1 hands you

Reading POST and beep codes

Diagnosing failing RAM

Drives: spotting a dying disk

Power supplies and overheating

Replacing components safely

Laptop specifics and NZ warranty reality

The boot process, step by step

Troubleshooting a no-boot machine

Safe Mode and recovery tools

Task Manager, Services, and MSConfig

Device Manager and drivers

Event Viewer: reading the logs

The command line and PowerShell for techs

NTFS versus share permissions

User profiles and the corrupt profile fix

Registry basics and the cautions

Disk Management

Active Directory and Entra ID tasks from the desk

Group Policy from the client side

Imaging and deployment

Software deployment and patch management

Printers and the print spooler

Client network troubleshooting

Malware removal, the thorough version

Data migration and backup/restore

Outlook and Exchange profile fixes

Performance tuning

Privacy, secure wiping, and NZ e-waste disposal

Common mistakes that bite L2 techs

Documentation, te reo courtesy, and escalating to L3

Where to go next

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