Desktop Support Specialist

SISL Global; Plano (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

SISL Global seeks an IT Helpdesk Technician to provide frontline support for end-user hardware and software, including desktops, laptops, printers, scanners, Office 365, ERP tools, and collaboration apps.

You will troubleshoot Windows OS issues, manage user accounts, support VPN access, and assist with deployments for new hires, warehouse staff, and field teams. Some after-hours work may be required during peak times.

Qualifications

• 2+ years of experience in desktop or end-user support, preferably in a corporate or consumer goods environment.
• Solid understanding of Windows 10/11, Microsoft 365, and basic networking (DNS, DHCP, IP configuration).
• Familiarity with Active Directory, user account provisioning, and permission management.
• Hands-on experience supporting printers, label printers, and scanners in a production or warehouse setting.
• Strong problem-solving, interpersonal, and time-management skills.
• Customer-service mindset with the ability to communicate clearly with both technical and non-technical users.

Responsibilities

• Troubleshoot and resolve issues related to Windows OS, user profiles, email access, VPN, and printing.
• Support mobile device setup and management for sales or field teams.
• Set up and deploy IT equipment for new hires or site expansions, ensuring minimal disruption to operations.
• Assist with IT support in warehouse/distribution environments, including support for barcode scanners, handheld devices, and label printers.
• Escalate and track issues that require higher-level intervention or vendor support.
• Collaborate with network and system administrators for more complex technical issues.
• Maintain accurate documentation of incidents, resolutions, and asset inventories.
• Provide occasional support outside of regular business hours, particularly during product launches, promotions, or peak seasons.

Skills

End-user support

Windows 10/11

Microsoft 365

Networking basics

Communication

Time management

Tools

ServiceNow

Jira Service Desk

Freshservice

Active Directory

Job description

Provide frontline support for end-user hardware (desktops, laptops, printers, scanners) and software applications (Office 365, ERP tools, communication platforms).

Responsibilities

• Troubleshoot and resolve issues related to Windows OS, user profiles, email access, VPN, and printing.
• Support mobile device setup and management for sales or field teams.
• Set up and deploy IT equipment for new hires or site expansions, ensuring minimal disruption to operations.
• Assist with IT support in warehouse/distribution environments, including support for barcode scanners, handheld devices, and label printers.
• Escalate and track issues that require higher-level intervention or vendor support.
• Collaborate with network and system administrators for more complex technical issues.
• Maintain accurate documentation of incidents, resolutions, and asset inventories.
• Provide occasional support outside of regular business hours, particularly during product launches, promotions, or peak seasons.

Qualifications

• 2+ years of experience in desktop or end-user support, preferably in a corporate or consumer goods environment.
• Solid understanding of Windows 10/11, Microsoft 365, and basic networking (DNS, DHCP, IP configuration).
• Familiarity with Active Directory, user account provisioning, and permission management.
• Hands-on experience supporting printers, label printers, and scanners in a production or warehouse setting.
• Strong problem-solving, interpersonal, and time-management skills.
• Customer-service mindset with the ability to communicate clearly with both technical and non-technical users.

Required Skills

• Experience supporting IT in a manufacturing, distribution, or retail environment.
• Certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, or ITIL Foundation.
• Familiarity with helpdesk systems like ServiceNow, Jira Service Desk, or Freshservice.

Preferred Skills

• Experience supporting IT in a manufacturing, distribution, or retail environment.
• Certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, or ITIL Foundation.
• Familiarity with helpdesk systems like ServiceNow, Jira Service Desk, or Freshservice.