Desktop Support Specialist

SISL Global; Florida; On-site; USD 55,000 - 75,000; Full time

Job summary

SISL Global seeks an IT Support Analyst to provide end-user computing support, incident management, and identity services across Windows, macOS, and Office 365 platforms.

You will document steps in ITSM tools, assist in software deployment, imaging, and asset provisioning while coordinating with network, security, and server teams to maintain SLA compliance.

Qualifications

• Handle L2 escalations from L1 Service Desk and resolve within SLA.
• Provide advanced troubleshooting for Windows 10/11, macOS, and Office 365.
• Perform Active Directory user administration and basic permissions.
• Assist OS imaging, device provisioning, and software deployment.

Responsibilities

• Resolve L2 incidents and service requests within SLA.
• Document troubleshooting steps in ITSM tools.
• Support end-user computing across Windows, macOS, and Office 365 environments.
• Coordinate with network, security and server teams for cross-functional issues.

Skills

L2 support

Incident management

Troubleshooting

Documentation

Tools

ServiceNow

Remedy

SCCM/MECM

Intune

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