Desktop Support Specialist

SISL Global; Decatur (IL); On-site; USD 42,000 - 65,000; Full time

Job summary

SISL Global is seeking an IT Support Technician to diagnose and repair hardware, troubleshoot OS and software, and deploy workstations for new hires. You will assist with on-site network and telecom issues and perform IMACD tasks, ensuring accurate documentation and collaboration with support teams.

The role emphasizes Hands and Eyes support across desktops, laptops, printers, and peripherals, with emphasis on timely ticket updates and knowledge base contributions.

Qualifications

• Diagnose and resolve hardware issues on desktops, laptops, printers, and peripherals.
• Troubleshoot OS and application software; perform installations and upgrades.
• Configure and deploy workstations for new hires including imaging and data migration.
• Assist with on-site network, server, and telecom equipment issues.

Responsibilities

• Hands and Eyes Support for end-user devices.
• IMACD (Install, Move, Add, Change, Disposal) tasks.
• Document hardware configurations and key user processes with other teams.

Job description

• Diagnose and resolve hardware issues (desktops, laptops, printers, peripherals).
• Troubleshoot software problems (OS, applications, drivers) and perform installations/upgrades.
• Configure and deploy workstations for new hires, including imaging and data migration.
• Assist with network, server, and telecom equipment issues on-site.
• Hands and Eyes Support
• IMACD (Install, Move, Add, Change, and Disposal)
• Network Infrastructure Support Amended to add “– as a Hands and Eyes Support Model
• Maintain documentation on hardware, configuration, and key user processes in collaboration with other support teams
• Participate in check-ins with the remote service delivery team Perform user account administration (e.g., password resets, group changes) in Active Directory
• Support standard software platforms, including Windows, Office 365 (Outlook, Teams, OneDrive), and VPN access
• Escalate issues to remote teams as needed and track resolution progress
• Image, deploy, and troubleshoot desktops and laptops
• Maintain hardware inventory and prepare loaner/spare devices
• Install and configure printers, basic software, and peripheral equipment
• Coordinate warranty returns or hardware replacements as needed.
• Address escalated tickets from the help desk promptly.
• Document solutions in the ticketing system and maintain knowledge base articles.

**Physical Requirements:

• Ability to lift up to 30 lbs (e.g., workstations, monitors).
• Mobility to move across facilities for troubleshooting.