Desktop Support Specialist – Remote Troubleshooting Expert

SISL Global; New Berlin (WI); On-site; USD 48,000 - 64,000; Full time

Job summary

SISL Global in New Berlin, WI is seeking a second-level IT support technician to handle desktop/laptop hardware, software, and peripheral issues, and to diagnose and resolve advanced problems escalated from L1 support.

You will install, configure, and maintain operating systems, software, and updates, perform root-cause analysis, assist with network connectivity, and collaborate with IT colleagues on projects and deployments.

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 New Berlin, WI is seeking a second-level IT support technician to handle desktop/laptop hardware, software, and peripheral issues, and to diagnose and resolve advanced problems escalated from L1 support.

You will install, configure, and maintain operating systems, software, and updates, perform root-cause analysis, assist with network connectivity, and collaborate with IT colleagues on projects and deployments.