Desktop Support Specialist

SISL Global; Tyler (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

SISL Global is seeking an IT Helpdesk Technician to deliver frontline support for end-user hardware and software across a production and warehouse environment. You will troubleshoot Windows OS, Office 365, email access, VPN, and printing, while assisting with mobile devices for sales teams and new hires.

The role involves setting up equipment for site expansions, supporting barcode scanners, and maintaining accurate incident documentation.

Qualifications

• 2+ years of end-user support experience in corporate or similar environments.
• Solid knowledge of Windows OS, Microsoft 365, and basic networking concepts.
• Experience with printers, scanners, and handheld devices in production or warehouse settings.
• Excellent communication and customer-service orientation.

Responsibilities

• Provide frontline IT support for desktops, laptops, printers, and scanners.
• Troubleshoot Windows OS, user profiles, email, VPN, and printing issues.
• Assist with mobile device setup for field teams and new hires.
• Document incidents and resolutions, and manage asset inventories.
• Escalate complex issues and coordinate with admins or vendors.

Skills

Customer service

Communication

Time management

Problem solving

Education

CompTIA A+ Certification

Microsoft 365 Certified: Modern Desktop Administrator

ITIL Foundation

Tools

ServiceNow

Jira Service Desk

Freshservice

Active Directory tooling

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.