Desktop Support Specialist

SISL Global; Mount Juliet (TN); On-site; USD 52,000 - 68,000; Full time

Job summary

SISL Global seeks a motivated Tier 2 IT Support specialist in Mount Juliet, Tennessee to diagnose and resolve advanced issues, install OS updates, and maintain user productivity.

You will provide remote and on-site support, mentor junior technicians, track incidents in the ticketing system, and ensure compliance with security policies while building strong relationships with end users. The role involves collaborating on projects, upgrades, and incident root-cause analyses.

Qualifications

• 2nd level IT support experience with Windows and Mac environments.
• Experience diagnosing and resolving escalated incidents.
• Familiarity with ticketing systems and remote support tools.

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 and software updates.
• Perform root cause analysis and develop remediation steps.
• Assist with network connectivity issues including VPN and Wi-Fi.
• Collaborate with IT on projects, upgrades, and implementations.
• Maintain records of work performed and resolutions in the ticketing system.
• Provide remote support and troubleshooting for remote workers and field users.
• Mentor junior technicians and ensure IT policy compliance.

Skills

Windows troubleshooting

Mac troubleshooting

Networking (LAN/WAN/VPN)

Remote support

Ticketing system

Mentoring juniors

Tools

Ticketing system

Remote support tools

VPN configuration tools

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.