Desktop Support Specialist

SISL Global; Jacksonville (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

A technology solutions provider in Jacksonville, Florida, is seeking a technical support specialist to provide second-level support for hardware and software issues. Responsibilities include diagnosing advanced problems, maintaining operating systems, and assisting with network connectivity issues. Ideal candidates should have excellent troubleshooting skills with Windows and Mac computers, and be capable of training junior technicians. The role will ensure compliance with IT policies and maintain user satisfaction.

Qualifications

• Excellent troubleshooting skills for Windows and Mac computers.
• Experience in providing second-level technical support.
• Ability to perform root cause analysis for recurring technical problems.

Responsibilities

• Provide second-level technical support for desktop/laptop hardware and software issues.
• Diagnose and resolve advanced technical issues escalated from L1 support.
• Install, configure, and maintain operating systems and software applications.
• Assist with network connectivity issues including LAN/WAN, Wi-Fi, and VPN.

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.