Desktop Support Specialist

SISL Global; Browns Summit (NC); On-site; USD 52,000 - 70,000; Full time

Job summary

SISL Global in Browns Summit, NC seeks a capable Level 2 IT Support professional to provide advanced technical support for desktops, software, and peripherals.

You will diagnose escalated issues, install and maintain OS and apps, assist with network connectivity, and mentor junior technicians while upholding security policies and documentation standards.

Qualifications

• Provides second-level technical support for desktops, laptops, software and peripherals.
• Diagnoses and resolves advanced issues escalated from the L1 team.
• Installs, configures and maintains operating systems and software updates.
• Performs root cause analysis and develops solutions.
• Troubleshoots Windows and Mac break/fix issues.
• Assists with LAN/WAN, Wi-Fi, and VPN network connectivity issues.
• Collaborates with IT on projects, upgrades and implementations.
• Maintains records of work and resolutions in the ticketing system.
• Provides remote support for home-based or field users.
• Trains and mentors junior technicians as needed.
• Ensures compliance with IT policies, security protocols, and best practices.
• Performs routine maintenance and inspections for optimal performance.
• Builds strong relationships with end users to ensure satisfaction.

Responsibilities

• Provide second-level technical support for desktop/laptop hardware, software, and peripherals.
• Diagnose and resolve advanced technical issues escalated from the L1 support team.
• Install, configure, and maintain operating systems, software applications, and system updates.
• Perform root cause analysis to identify recurring technical problems and develop solutions.
• Excellent in troubleshooting break/fix issues of windows and mac computers
• Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
• Collaborate with IT team members on projects, upgrades, and implementations.
• Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system.
• Provide remote support and troubleshooting for users working from home or in the field.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, and best practices.
• Perform routine maintenance and inspections to ensure optimal performance of equipment
• Build and maintain strong relationships with end users and ensure user satisfaction.

Skills

L2 Support

Windows Troubleshooting

Mac Troubleshooting

Networking

Remote Support

Mentoring

Documentation

Job description

• Provide second-level technical support for desktop/laptop hardware, software, and peripheral issues.
• Diagnose and resolve advanced technical issues escalated from the L1 support team.
• Install, configure, and maintain operating systems, software applications, and system updates.
• Perform root cause analysis to identify recurring technical problems and develop solutions.
• Excellent in troubleshooting break/fix issues of windows and mac computers
• Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
• Collaborate with IT team members on projects, upgrades, and implementations.
• Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system.
• Provide remote support and troubleshooting for users working from home or in the field.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, and best practices.
• Perform routine maintenance and inspections to ensure optimal performance of equipment
• Build and maintain strong relationships with end users and ensure user satisfaction.