Desktop Support Specialist

SISL Global; Hanover Township (NJ); On-site; USD 50,000 - 70,000; Full time

Job summary

SISL Global is hiring for a technical support role based in Hanover Township, New Jersey. The ideal candidate will provide second-level support for desktop and laptop hardware, software, and networking issues. You will diagnose advanced problems, assist L1 support, and maintain strict compliance with IT protocols.

We seek someone experienced in troubleshooting Windows and Mac systems, with strong collaboration skills for IT projects. Training and mentoring of junior staff may be required as well.

Qualifications

• Experience providing second-level technical support for hardware and software issues.
• Ability to diagnose and resolve advanced technical issues.
• Competency in installing and maintaining operating systems and software applications.

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.
• Collaborate with IT team members on projects and upgrades.

Skills

Troubleshooting Windows and Mac computers

Network connectivity issues (LAN/WAN, Wi-Fi, VPN)

Root cause analysis

Technical support (desktop/laptop)

Ticketing systems

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.