L2 Desktop Support Engineer – End-User & Endpoint IT

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

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.