Desktop Support Specialist

SISL Global; Corona (CA); On-site; USD 65,000 - 95,000; Full time

Job summary

SISL Global is seeking an IT Support professional to handle L2 incidents, fulfill service requests, and perform root cause analyses in a fast-paced environment. You will document resolutions in ITSM tools and provide advanced support for Windows, macOS, and Office 365 across multi-device workstations.

The role includes endpoint management, software deployment with SCCM/MECM and Intune, Active Directory administration, and cross-team collaboration to ensure SLA compliance.

Qualifications

• L2 escalation experience handling incidents and requests within SLA timelines.
• Advanced troubleshooting for Windows 10/11, macOS, and Office 365 apps.
• Experience with Active Directory user administration and permissions.
• Experience with software deployment and patching using deployment tools.
• Knowledge of ITSM tooling: ServiceNow, Remedy for incident and documentation workflows.

Responsibilities

• Handle L2 escalations from Service Desk and resolve within SLA timelines.
• Manage service requests including software installs, access requests, and hardware provisioning.
• Perform root cause analysis for recurring or complex issues.
• Document troubleshooting steps in ITSM tools (ServiceNow, Remedy).
• Provide advanced end-user support for Windows/macOS and Office 365.
• Support endpoint management and software deployment using SCCM/MECM and Intune.

Skills

L2 escalation

Service requests

Root cause analysis

ITSM documentation

End-user support

Windows troubleshooting

macOS support

MS Office 365

Active Directory

Software deployment

SCCM MECM

Intune

VDI support

Hardware support

Networking basics

VPN support

DNS troubleshooting

Shift handovers

Knowledge base

Tools

ServiceNow

Remedy

SCCM/MECM

Intune

VDI

Job description

• Handle L2 escalated incidents from Service Desk (L1) and resolve within SLA timelines
• Manage service requests, including software installations, access requests, and hardware provisioning
• Perform root cause analysis (RCA) for recurring or complex issues
• Ensure proper documentation of all troubleshooting steps in ITSM tools (ServiceNow, Remedy, etc.)

2. End-User Computing Support

• Provide advanced troubleshooting for:
• Windows 10/11 operating systems
• macOS environments (basic to intermediate support)
• Microsoft Office 365 suite (Outlook, Teams, OneDrive, SharePoint)
• Resolve performance issues, login failures, profile corruption, and system errors
• Support multi-device environments including laptops, desktops, thin clients, and VDI

3. Active Directory & Identity Management

• Perform user account administration:
• Group membership updates
• Basic permissions management

4. Endpoint Management & Software Deployment

• Support software installation, upgrades, and patching using tools such as:
• Microsoft SCCM / MECM
• Microsoft Intune (if applicable)
• Ensure endpoint compliance with security policies and corporate standards
• Assist in OS imaging, device provisioning, and reimaging processes

5. Hardware & Peripheral Support

• Troubleshoot and support:
• Desktops, laptops, docking stations
• Monitors, keyboards, and peripheral devices
• Coordinate with OEM/vendors for hardware repairs and replacements
• Manage asset tagging and inventory updates

6. Network & Connectivity Support

• Diagnose and resolve:
• LAN/Wi-Fi connectivity issues
• VPN connectivity problems
• IP conflicts and DNS-related issues (basic level)
• Work closely with network teams for escalated connectivity incidents
• Escalate unresolved or complex issues to L3 infrastructure or application teams
• Coordinate with security, network, and server teams for cross-functional issues
• Participate in shift handovers and ensure proper knowledge transfer

8. Documentation & Reporting

• Maintain accurate logs of incidents, resolutions, and troubleshooting steps
• Update knowledge base articles for recurring issues
• Provide daily/weekly status updates on ticket progress and SLA compliance