Desktop Support Specialist

SISL Global; Tyler (TX); On-site; USD 25,000 - 39,000; Full time

Job summary

SISL Global is seeking a capable second-level technical support specialist to handle complex desktop/laptop hardware and software issues across Windows and Mac, including peripheral devices. You will diagnose escalated L1 cases, install and maintain OS/software updates, and perform root-cause analysis to prevent recurrences.

You will assist with network connectivity, work on IT projects, and maintain thorough ticketing records.

Qualifications

• 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.
• Provide remote support and troubleshooting for users working from home or in the field.

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.
• 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.
• 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.

Skills

Second-level support

Troubleshooting

Windows

Mac OS

Remote support

Mentoring

Documentation

Tools

Ticketing system

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.