Desktop Support Specialist

SISL Global; Tyler (TX); Hybrid; USD 42,000 - 68,000; Full time

Job summary

SISL Global in Tyler, TX is seeking a Second-Level Technical Support specialist to handle desktop, laptop, software, and peripheral issues. You will diagnose escalated L2 problems, install and maintain operating systems, and perform root cause analysis to prevent recurrence.

The role includes remote support for users at home or in the field, collaboration on IT projects, and mentoring junior technicians while upholding security policies and best practices.

Qualifications

• Experience diagnosing and resolving Windows and Mac break/fix issues.
• Proficient in remote support for users working from home or in the field.
• Strong ability to use ticketing systems to record work and track resolutions.
• Able to troubleshoot LAN/WAN, Wi-Fi, and VPN connectivity issues.
• Experience performing root cause analysis and implementing lasting solutions.
• Willingness to train and mentor junior technicians.

Responsibilities

• Provide second-level technical support for desktop/laptop hardware and software.
• Diagnose and resolve escalated issues from L1 support.
• Install, configure, and maintain OS and software, perform updates.
• Document issues and resolutions in ticketing system.
• Provide remote support for remote workers.
• Mentor junior technicians and share knowledge.
• Ensure IT policies and security protocols are followed.

Skills

Windows & Mac troubleshooting

Remote support

Ticketing system

Network troubleshooting

Root cause analysis

Mentoring junior technicians

Tools

Ticketing software

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.