Desktop Support Specialist

SISL Global; Monroeville (Allegheny County); On-site; USD 45,000 - 70,000; Full time

Job summary

SISL Global is seeking an IT Support Technician in the United States to image and deploy software across Windows and macOS devices, including iMacs, with remote user support.

You will troubleshoot post-deployment issues on PCs, Macs, and mobile devices, install printers, manage assets, and coordinate vendor dispatch for repairs. Strong customer service and organizational skills are essential for success.

Qualifications

• 3-5 years IT experience, including technical training.
• Knowledge of Windows and Macintosh platforms, including portable devices and MS Office.
• Experience imaging Windows 10 OS.
• Familiar with basic network concepts (TCP/IP, Windows Networking, Ethernet).
• Experience with PC-based word processing, presentation, and email software.

Responsibilities

• Image and install software on Windows and Apple devices including IMAC with remote support.
• Troubleshoot post deployment issues on Windows, Macintosh and mobile devices.
• Printer installation and repair support.
• Asset disposal, redeployment, and reclamation.
• Coordinate with external vendors for dispatch support.
• Open and close service requests and track incidents.

Skills

IT experience

Windows/macOS

Networking basics

Customer service

Communication skills

Organizational skills

Team player

Call center

Education

MCP

A+ Certification

Tools

Microsoft Office

Imaging Windows 10

Job description

• Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support
• Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices
• Printer break-fix and installation
• Disposal, redeployment and Asset reclaim
• Shipping coordination
• Data Backup and Data Recovery coordination
• Hardware Refresh
• Warranty and Out-of-warranty repair and replacement
• Depot Services
• Walk Up Support
• Spare parts management
• Good Knowledge / hands on supporting VDI 1st level Trroubleshooting
• Executive (VIP) Support
• Audio and Video Support including Health Checks
• Inventory and Asset Management – Depot Operations
• Coordinate with external vendors for dispatch support
• Identify and resolve hardware and software application conflicts
• Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents
• Responsible for asset tagging and entering all incoming equipment into our asset management system
• Collaborate with cross functional teams to properly onboard incoming new hires
• Ensure that hardware is properly assigned and updated into our management system
• Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment
• Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware
• Ensure that resolutions are consistent with company standards and policies

Requirements/Qualifications:

• Prefer 3-5 years IT experience, including technical training
• Knowledge of Windows and Macintosh platforms, (including portables) and Microsoft Office suite of applications
• Experience with imaging windows 10 OS.
• Familiar with basic network concepts (e.g., TCP IP, Windows Networking, Ethernet)
• Experience in using PC-based word processing, presentation, and e-mail software preferred
• Experience with using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred
• Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations
• Outstanding customer service and interpersonal skills
• Excellent organizational skills and ability to prioritize tasks among many competing requests
• Experience working in or supporting a call center or help desk environment
• MCP and or A+ Certifications
• Aptitude for learning
• Excellent oral and written communication skills
• Ability to work in teams and in a team environment
• Able to lift up to 50 pounds
• Own car for transportation (mileage will be reimbursed by policy)