Desktop Support Specialist

SISL Global; Piscataway Township (NJ); On-site; USD 55,000 - 85,000; Full time

Job summary

SISL Global is seeking a capable second-level technical support specialist in New Jersey to handle desktop/laptop hardware, software, and peripherals. You will diagnose and resolve escalated issues, install and maintain operating systems and apps, and perform root cause analysis for recurring problems.

You will assist with LAN/WAN, Wi‑Fi, and VPN connectivity, collaborate on IT projects, document work in the ticketing system, provide remote support for home and field users, and mentor junior

Qualifications

• Experience diagnosing and resolving escalated L1-L2 issues.
• Ability to install, configure, and maintain OS and apps.
• Strong root-cause analysis skills.
• Knowledge of LAN/WAN, Wi-Fi, VPN networks.

Responsibilities

• Provide second-level technical support for hardware, software, and peripherals.
• Diagnose and resolve escalated issues from L1 support.
• Install, configure, and maintain operating systems and software.
• Perform root cause analysis and implement solutions.
• Troubleshoot Windows and macOS break/fix issues.
• Assist with network connectivity issues (LAN/WAN, Wi‑Fi, VPN).
• Collaborate on IT projects, upgrades, and implementations.
• Maintain records in the ticketing system.
• Provide remote support for home and field users.
• Train and mentor junior technicians.
• Ensure IT policies, security best practices, and compliance.
• Perform routine maintenance and inspections to ensure optimal performance of equipment.
• Build relationships with end users and ensure user satisfaction.

Skills

Second-level support

Windows troubleshooting

Mac troubleshooting

Remote support

Network troubleshooting

Tools

Ticketing system

VPN configuration

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.