Desktop Support Specialist

SISL Global; Whippany (NJ); On-site; USD 55,000 - 75,000; Full time

Job summary

SISL Global is seeking a Desk Side Support Engineer to provide on-site IT support in Whippany, NJ. The role focuses on resolving complex hardware, software, and network issues escalated from the help desk, with hands-on troubleshooting and on-site installations.

The ideal candidate will excel in customer service, problem-solving, and collaboration with IT teams to ensure minimal downtime for end-users. Responsibilities include imaging, device deployment, and maintaining documentation.

Qualifications

• Hands-on IT support for hardware, software, and network issues.
• Strong customer service and problem-solving abilities.
• Help desk escalation and resolution coordination with remote teams.

Responsibilities

• Diagnose and resolve hardware issues (desktops, laptops, printers, peripherals).
• Troubleshoot software problems (OS, applications, drivers) and perform installations/upgrades.
• Configure and deploy workstations for new hires, including imaging and data migration.
• Assist with on-site network, server, and telecom equipment issues.
• Maintain documentation on hardware, configuration, and user processes.
• Document solutions in the ticketing system and update knowledge base.

Skills

Customer service

Problem solving

On-site support

Team collaboration

Tools

Windows OS

Office 365

VPN access

Imaging tools

Job description

The Desk Side Support Engineer provides on‑site technical assistance to resolve complex hardware, software, and network issues escalated from the help desk. This role involves hands‑on troubleshooting, system installations, and ensuring minimal downtime for end‑users. The ideal candidate will excel in customer service, problem‑solving, and collaborating with IT teams to deliver seamless support.

Key Responsibilities

• Technical Support:
• Diagnose and resolve hardware issues (desktops, laptops, printers, peripherals).
• Troubleshoot software problems (OS, applications, drivers) and perform installations/upgrades.
• Configure and deploy workstations for new hires, including imaging and data migration.
• Assist with network, server, and telecom equipment issues on‑site.
• Hands and Eyes Support
• IMACD (Install, Move, Add, Change, and Disposal)
• Network Infrastructure Support Amended to add “– as a Hands and Eyes Support Model
• Maintain documentation on hardware, configuration, and key user processes in collaboration with other support teams
• Participate in check‑ins with the remote service delivery team Perform user account administration (e.g., password resets, group changes) in Active Directory
• Support standard software platforms, including Windows, Office 365 (Outlook, Teams, OneDrive), and VPN access
• Escalate issues to remote teams as needed and track resolution progress
• Image, deploy, and troubleshoot desktops and laptops
• Maintain hardware inventory and prepare loaner/spare devices
• Install and configure printers, basic software, and peripheral equipment
• Coordinate warranty returns or hardware replacements as needed.
• Address escalated tickets from the help desk promptly.
• Document solutions in the ticketing system and maintain knowledge base articles.

Physical Requirements

• Ability to lift up to 30 lbs (e.g., workstations, monitors).
• Mobility to move across facilities for troubleshooting.