Senior Desktop Support Specialist - Remote & On-Site
SISL Global
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Job summary
SISL Global seeks a motivated Tier 2 IT Support specialist in Mount Juliet, Tennessee to diagnose and resolve advanced issues, install OS updates, and maintain user productivity.
You will provide remote and on-site support, mentor junior technicians, track incidents in the ticketing system, and ensure compliance with security policies while building strong relationships with end users. The role involves collaborating on projects, upgrades, and incident root-cause analyses.
Qualifications
- 2nd level IT support experience with Windows and Mac environments.
- Experience diagnosing and resolving escalated incidents.
- Familiarity with ticketing systems and remote support tools.
Responsibilities
- Provide second-level technical support for desktop/laptop hardware, software, and peripherals.
- Diagnose and resolve advanced technical issues escalated from L1 support.
- Install, configure, and maintain operating systems and software updates.
- Perform root cause analysis and develop remediation steps.
- Assist with network connectivity issues including VPN and Wi-Fi.
- Collaborate with IT on projects, upgrades, and implementations.
- Maintain records of work performed and resolutions in the ticketing system.
- Provide remote support and troubleshooting for remote workers and field users.
- Mentor junior technicians and ensure IT policy compliance.
Skills
Tools
Job description
SISL Global seeks a motivated Tier 2 IT Support specialist in Mount Juliet, Tennessee to diagnose and resolve advanced issues, install OS updates, and maintain user productivity.
You will provide remote and on-site support, mentor junior technicians, track incidents in the ticketing system, and ensure compliance with security policies while building strong relationships with end users. The role involves collaborating on projects, upgrades, and incident root-cause analyses.
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