Desktop Support Specialist

SISL Global; Goodyear (AZ); On-site; USD 52,000 - 70,000; Full time

Job summary

SISL Global is seeking a second-level IT support specialist in Goodyear, AZ to resolve escalated issues, install and maintain operating systems, and ensure secure, efficient IT operations.

You will diagnose complex problems, document resolutions, and assist with network connectivity while training junior staff and upholding security policies. This role emphasizes reliable user support and proactive maintenance.

Qualifications

• Experience in second-level IT support.
• Proficient in diagnosing Windows and macOS issues.
• Experience with VPN and LAN/WAN.
• Ability to document issues and resolutions clearly.
• Willingness to train others.

Responsibilities

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

Skills

Technical troubleshooting

Windows & macOS support

Networking basics

Remote support

Ticketing systems

Root cause analysis

Mentoring juniors

Documentation

Security/compliance awareness

Customer service

Tools

Ticketing system

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.