Desktop Support Specialist

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

Job summary

SISL Global is seeking an IT End-User Computing and Support Specialist in New Jersey to handle L2 escalations, service requests, and end-user issues across Windows, macOS, and Office 365.

You will document troubleshooting steps in ITSM systems, perform root-cause analysis, manage endpoint deployment with SCCM/MECM and Intune, and coordinate with network and security teams to resolve complex incidents. This role emphasizes SLA adherence and cross-team collaboration.

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
• Ensure proper documentation of all troubleshooting steps in ITSM tools (ServiceNow, Remedy, etc.)
• Provide advanced troubleshooting for Windows 10/11 and macOS environments
• Support Microsoft 365 apps and multi-device environments (laptops, desktops, thin clients, VDI)
• Perform Active Directory user administration and basic permissions management
• Assist OS imaging, device provisioning, and reimaging processes
• Coordinate with network teams for connectivity issues and liaise with security and server teams for cross-functional problems
• Documentation & Reporting: maintain logs and update knowledge base and SLA status

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