Desktop Support Specialist

SISL Global; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

SISL Global is seeking an IT Support Technician in New York to deliver frontline TechBar and floor support for Windows, MacOS, and iOS devices. You will troubleshoot, configure, and guide users on IT services, perform IMACD tasks, and keep comprehensive ticket history.

Responsibilities also include device refresh, asset management, vendor coordination, and strict adherence to SOPs, security, and audit requirements.

Qualifications

• Experience delivering face-to-face IT support across devices and platforms.
• Strong ability to troubleshoot and guide users on IT services.
• Familiarity with asset management and ticketing processes.
• Knowledge of security controls and audit requirements.

Responsibilities

• Deliver face-to-face IT support through TechBar (walk-in and appointment) and floor support.
• Provide support for Windows, MacOS, and iOS devices.
• Troubleshoot, configure, and guide users on IT services.
• Execute IMACD activities (Install, Move, Add, Change, Delete).
• Maintain accurate ticket updates and documentation.
• Diagnose and resolve hardware and software issues across devices.
• Coordinate with OEM vendors for repairs.
• Support device refresh, build, staging, and deployments.
• Assist provisioning of laptops, MacBooks, and mobile devices.
• Ensure timely resolution and SLA compliance.
• Maintain accurate asset tracking and inventory management.
• Provide professional communication and user guidance.
• Follow SOPs and ensure compliance with security and audit requirements.

Skills

IT support

Windows support

MacOS support

iOS support

Troubleshooting

Documentation

Communication

SLA adherence

Education

Tools

Ticketing system

Asset management tools

ITSM procedures

Job description

• Deliver face-to-face IT support through TechBar (walk-in and appointment) and floor support.
• Provide support for Windows, MacOS, and iOS devices.
• Troubleshoot, configure, and guide users on IT services.
• Execute IMACD activities (Install, Move, Add, Change, Delete).
• Maintain accurate ticket updates and documentation.

3) Hardware & Device Break-Fix

• Diagnose and resolve hardware and software issues across devices.
• Coordinate with OEM vendors for repairs.

4) Device Lifecycle Support

• Support device refresh, build, staging, and deployments.
• Assist provisioning of laptops, MacBooks, and mobile devices.

5) Ticket Queue & SLA Adherence

• Ensure timely resolution and SLA compliance.

6) Hardware Asset Management Support

• Maintain accurate asset tracking and inventory management.

7) Stakeholder & User Engagement

• Provide professional communication and user guidance.

8) Compliance & Process Adherence

• Follow SOPs and ensure compliance with security and audit requirements.