Desktop Support Specialist

SISL Global; Detroit (MI); On-site; USD 45,000 - 60,000; Full time

Job summary

A tech support service provider seeks a Technical Support Specialist in Detroit, MI to provide second-level assistance for desktop/laptop issues. The role requires 2-4 years of experience in technical support and strong knowledge of Windows and Mac OS. Responsibilities include troubleshooting, diagnosing issues, and training junior technicians. Candidates should have relevant degrees and certifications. The company emphasizes collaboration and user satisfaction in its IT support services.

Qualifications

• 2-4 years of experience in desktop support or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Excellent problem-solving and analytical skills.

Responsibilities

• Provide second-level technical support for desktop/laptop hardware and software.
• Diagnose and resolve advanced technical issues escalated from the L1 support team.
• Train and mentor junior support technicians as needed.

Skills

Desktop support

Windows OS

Mac OS

Remote support

Active Directory

Problem-solving

Interpersonal skills

Education

Associate's or bachelor’s degree in IT or related field

Relevant certifications (CompTIA A+, Network+, Microsoft Certification)

Tools

Microsoft Office Suite

Remote desktop tools

Job description

Responsibilities

• 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.

Qualifications

• Associate's or bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience.
• 2-4 years of experience in a desktop support or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Proficiency with Microsoft Office Suite and other common software applications.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop tools and support software.
• Excellent problem‑solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support.