Desktop Support Specialist

SISL Global; Wilkes-Barre (Luzerne County); On-site; USD 42,000 - 65,000; Full time

Job summary

SISL Global is seeking an IT Support Technician to image and install software across Windows and Mac platforms, including iMacs, and provide remote assistance.

The role covers post-deployment troubleshooting, printer service, asset management, and coordination with vendors for dispatch and repairs. Candidates should have 3–5 years IT experience and MCP/A+ certs.

Qualifications

• 3–5 years IT experience, including technical training.
• Experience imaging Windows 10 OS on desktops and laptops.
• Familiar with basic networking concepts and Office apps.
• Excellent customer service and communication skills.
• Ability to lift up to 50 pounds and drive to locations

Responsibilities

• Image and install software on Windows and Apple devices, including iMacs, with remote support.
• Troubleshoot post-deployment issues on Windows, Mac and mobile devices.
• Printer repair and installation; depot and asset management.
• Coordinate shipping, data backup, and data recovery activities.
• Perform hardware refreshes and warranty/repair processes.
• Provide VIP, executive, audio/video and walk-up support.
• Maintain inventory, asset tagging and depot operations records.
• Collaborate with vendors and internal teams for onboarding.
• Open/close service requests and track incidents.
• Ensure hardware is updated in the management system and reports

Skills

Customer service

Interpersonal skills

Organizational skills

Team collaboration

Education

MCP Certification

A+ Certification

Tools

Imaging Windows 10

Windows & Mac hardware

MS Office suite

Job description

• Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support
• Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices
• Printer break-fix and installation
• Disposal, redeployment and Asset reclaim
• Shipping coordination
• Data Backup and Data Recovery coordination
• Hardware Refresh
• Warranty and Out-of-warranty repair and replacement
• Depot Services
• Walk Up Support
• Spare parts management
• Good Knowledge / hands on supporting VDI 1st level Trroubleshooting
• Executive (VIP) Support
• Audio and Video Support including Health Checks
• Inventory and Asset Management – Depot Operations
• Coordinate with external vendors for dispatch support
• Identify and resolve hardware and software application conflicts
• Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents
• Responsible for asset tagging and entering all incoming equipment into our asset management system
• Collaborate with cross functional teams to properly onboard incoming new hires
• Ensure that hardware is properly assigned and updated into our management system
• Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment
• Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware
• Ensure that resolutions are consistent with company standards and policies

Requirements/Qualifications:

• Prefer 3-5 years IT experience, including technical training
• Knowledge of Windows and Macintosh platforms, (including portables) and Microsoft Office suite of applications
• Experience with imaging windows 10 OS.
• Familiar with basic network concepts (e.g., TCP IP, Windows Networking, Ethernet)
• Experience in using PC-based word processing, presentation, and e-mail software preferred
• Experience with using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred
• Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations
• Outstanding customer service and interpersonal skills
• Excellent organizational skills and ability to prioritize tasks among many competing requests
• Experience working in or supporting a call center or help desk environment
• MCP and or A+ Certifications
• Aptitude for learning
• Excellent oral and written communication skills
• Ability to work in teams and in a team environment
• Able to lift up to 50 pounds
• Own car for transportation (mileage will be reimbursed by policy)