Desktop Support Specialist - Remote & Expert Troubleshooter

SISL Global; Michigan; On-site; USD 42,000 - 60,000; Full time

Job summary

SISL Global in Michigan is seeking an IT Support professional to provide second-level technical support for desktops, laptops, and peripherals, and to resolve escalated issues.

You will install and configure operating systems and software, perform root-cause analysis, assist with LAN/WAN and VPN, and collaborate on IT projects.

The role emphasizes remote support, documentation in the ticketing system, and mentoring junior staff while adhering to security policies.

Responsibilities

• 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.

Job description

SISL Global in Michigan is seeking an IT Support professional to provide second-level technical support for desktops, laptops, and peripherals, and to resolve escalated issues.

You will install and configure operating systems and software, perform root-cause analysis, assist with LAN/WAN and VPN, and collaborate on IT projects.

The role emphasizes remote support, documentation in the ticketing system, and mentoring junior staff while adhering to security policies.