Desktop Support Specialist

SISL Global; New Albany (OH); On-site; USD 50,000 - 70,000; Full time

Job summary

SISL Global is seeking a Desktop Support Specialist (Site Lead) to join our New Albany, OH team. You will provide hands-on end-user support for Windows and macOS, manage Office 365 issues, and resolve L2 incidents within SLA frameworks.

Responsibilities include Active Directory administration, software deployment via SCCM/MECM and Intune, OS imaging, hardware provisioning, and cross-functional coordination for network issues. Daily documentation and asset management are required.

Qualifications

• Handle L2 incidents and resolve within SLA timelines.
• Resolve service requests including software installations and hardware provisioning.
• Perform root cause analysis for recurring or complex issues.
• Document troubleshooting steps in ITSM tools (ServiceNow, Remedy, etc.).
• Provide advanced end-user support for Windows and macOS, Office 365.
• Manage Active Directory identity and basic permissions.
• Support OS imaging, device provisioning and patching.
• Troubleshoot hardware, peripherals, and network connectivity.

Responsibilities

• Handle L2 escalations from Service Desk and resolve within SLA timelines.
• Manage service requests including software installations and hardware provisioning.
• Perform RCA for recurring or complex issues.
• Document troubleshooting steps in ITSM tools.
• Provide advanced troubleshooting for Windows 10/11, macOS, and Office 365.
• Support multi-device environments including laptops, desktops, and VDI.
• Administer user accounts and group memberships in Active Directory.
• Assist in OS imaging, device provisioning, and reimaging processes.
• Troubleshoot desktops, laptops, docking stations, and peripherals.
• Diagnose LAN/Wi‑Fi, VPN, DNS issues; coordinate with network teams.
• Maintain incident logs and update knowledge base; report SLA status.

Tools

ServiceNow

Remedy

SCCM/MECM

Microsoft Intune

VDI

Job description

Job Title - Desktop Support Specialist (Site Lead)

Location - New Albany, OH

Key Responsibilities:

• Handle L2 escalated incidents from Service Desk (L1) and resolve within SLA timelines
• Manage service requests, including software installations, access requests, and hardware provisioning
• Perform root cause analysis (RCA) for recurring or complex issues
• Ensure proper documentation of all troubleshooting steps in ITSM tools (ServiceNow, Remedy, etc.)

2. End-User Computing Support

• Provide advanced troubleshooting for:
• Windows 10/11 operating systems
• macOS environments (basic to intermediate support)
• Microsoft Office 365 suite (Outlook, Teams, OneDrive, SharePoint)
• Resolve performance issues, login failures, profile corruption, and system errors
• Support multi-device environments including laptops, desktops, thin clients, and VDI

3. Active Directory & Identity Management

• Perform user account administration:
• Group membership updates
• Basic permissions management

4. Endpoint Management & Software Deployment

• Support software installation, upgrades, and patching using tools such as:
• Microsoft SCCM / MECM
• Microsoft Intune (if applicable)
• Ensure endpoint compliance with security policies and corporate standards
• Assist in OS imaging, device provisioning, and reimaging processes

5. Hardware & Peripheral Support

• Troubleshoot and support:
• Desktops, laptops, docking stations
• Monitors, keyboards, and peripheral devices
• Coordinate with OEM/vendors for hardware repairs and replacements
• Manage asset tagging and inventory updates

6. Network & Connectivity Support

• Diagnose and resolve:
• LAN/Wi-Fi connectivity issues
• VPN connectivity problems
• IP conflicts and DNS-related issues (basic level)
• Work closely with network teams for escalated connectivity incidents
• Escalate unresolved or complex issues to L3 infrastructure or application teams
• Coordinate with security, network, and server teams for cross-functional issues
• Participate in shift handovers and ensure proper knowledge transfer

8. Documentation & Reporting

• Maintain accurate logs of incidents, resolutions, and troubleshooting steps
• Update knowledge base articles for recurring issues
• Provide daily/weekly status updates on ticket progress and SLA compliance