Desktop Support Specialist

SISL Global; North Sioux City (SD); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading IT support company is seeking a technical support specialist to provide advanced troubleshooting for desktop and laptop hardware and software issues. The role involves diagnosing technical problems, maintaining systems, and assisting with network connectivity. The ideal candidate will have strong troubleshooting skills, particularly with Windows and Mac systems, and will be responsible for training junior technicians. This position emphasizes user satisfaction and compliance with IT policies.

Qualifications

• Experience with desktop and laptop hardware support.
• Strong troubleshooting skills for software and peripheral issues.
• Ability to perform root cause analysis for technical problems.
• Basic networking knowledge (LAN/WAN, Wi-Fi, VPN)
• Ability to document work clearly and work in a team

Responsibilities

• Provide second-level technical support for hardware and software.
• Collaborate with IT on projects and upgrades.
• Train and mentor junior support technicians.
• Perform root cause analysis to identify recurring technical problems and develop solutions.
• Troubleshoot Windows and macOS break/fix issues.
• 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.
• Provide remote support for users working remotely 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 equipment performance.
• Build and maintain strong relationships with end users and ensure user satisfaction.

Skills

Technical Support

Troubleshooting

Windows and Mac OS

Network Connectivity

Remote Support

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
• 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.