Desktop Support Specialist

SISL Global; Washington (District of Columbia); On-site; USD 60,000 - 90,000; Full time

Job summary

SISL Global in Washington, DC is seeking an IT End-User Computing/Service Desk specialist to handle L2 incidents, manage service requests, and perform RCA.

You will document steps in ITSM tools, support Windows and macOS, AD, SCCM/MECM, and collaborate with network and security teams to maintain SLA-driven support.

Qualifications

• Handle L2 escalated incidents and resolve within SLA timelines.
• Document troubleshooting steps in ITSM tools.
• Provide advanced end-user computing support across Windows/macOS and Office 365.

Responsibilities

• Handle L2 escalated incidents from Service Desk and resolve within SLA timelines.
• Manage service requests including software installations, access requests, and hardware provisioning.
• Perform root cause analysis for recurring or complex issues.
• Document troubleshooting steps in ITSM tools (ServiceNow, Remedy, etc.).
• Provide advanced troubleshooting for Windows 10/11, macOS, and Office 365.
• Support endpoint management using SCCM/MECM and Intune; ensure policy compliance.
• Administer Active Directory user accounts and group memberships.
• Coordinate with OEMs/vendors for hardware repairs and asset management.
• Troubleshoot network/connectivity issues; collaborate with network/security teams.

Skills

L2 Incident Handling

Escalation management

Root cause analysis

Documentation

Tools

ServiceNow

Remedy

SCCM

Intune

Job description

• Handle L2 escalated incidents from Service Desk (L1) and resolve within SLA timelines
• Manage service requests, including software installations, access requests, and hardware provisioning
• Perform root cause analysis (RCA) for recurring or complex issues
• Ensure proper documentation of all troubleshooting steps in ITSM tools (ServiceNow, Remedy, etc.)

2. End-User Computing Support

• Provide advanced troubleshooting for:
• Windows 10/11 operating systems
• macOS environments (basic to intermediate support)
• Microsoft Office 365 suite (Outlook, Teams, OneDrive, SharePoint)
• Resolve performance issues, login failures, profile corruption, and system errors
• Support multi-device environments including laptops, desktops, thin clients, and VDI

3. Active Directory & Identity Management

• Perform user account administration:
• Group membership updates
• Basic permissions management

4. Endpoint Management & Software Deployment

• Support software installation, upgrades, and patching using tools such as:
• Microsoft SCCM / MECM
• Microsoft Intune (if applicable)
• Ensure endpoint compliance with security policies and corporate standards
• Assist in OS imaging, device provisioning, and reimaging processes

5. Hardware & Peripheral Support

• Troubleshoot and support:
• Desktops, laptops, docking stations
• Monitors, keyboards, and peripheral devices
• Coordinate with OEM/vendors for hardware repairs and replacements
• Manage asset tagging and inventory updates

6. Network & Connectivity Support

• Diagnose and resolve:
• LAN/Wi-Fi connectivity issues
• VPN connectivity problems
• IP conflicts and DNS-related issues (basic level)
• Work closely with network teams for escalated connectivity incidents
• Escalate unresolved or complex issues to L3 infrastructure or application teams
• Coordinate with security, network, and server teams for cross-functional issues
• Participate in shift handovers and ensure proper knowledge transfer

8. Documentation & Reporting

• Maintain accurate logs of incidents, resolutions, and troubleshooting steps
• Update knowledge base articles for recurring issues
• Provide daily/weekly status updates on ticket progress and SLA compliance