Site Lead Desktop Support Specialist | L2 IT & Endpoint

SISL Global; New Albany (OH); On-site; USD 50,000 - 70,000; Full time

Job summary

SISL Global is seeking a Desktop Support Specialist (Site Lead) to join our New Albany, OH team. You will provide hands-on end-user support for Windows and macOS, manage Office 365 issues, and resolve L2 incidents within SLA frameworks.

Responsibilities include Active Directory administration, software deployment via SCCM/MECM and Intune, OS imaging, hardware provisioning, and cross-functional coordination for network issues. Daily documentation and asset management are required.

Qualifications

• Handle L2 incidents and resolve within SLA timelines.
• Resolve service requests including software installations and hardware provisioning.
• Perform root cause analysis for recurring or complex issues.
• Document troubleshooting steps in ITSM tools (ServiceNow, Remedy, etc.).
• Provide advanced end-user support for Windows and macOS, Office 365.
• Manage Active Directory identity and basic permissions.
• Support OS imaging, device provisioning and patching.
• Troubleshoot hardware, peripherals, and network connectivity.

Responsibilities

• Handle L2 escalations from Service Desk and resolve within SLA timelines.
• Manage service requests including software installations and hardware provisioning.
• Perform RCA for recurring or complex issues.
• Document troubleshooting steps in ITSM tools.
• Provide advanced troubleshooting for Windows 10/11, macOS, and Office 365.
• Support multi-device environments including laptops, desktops, and VDI.
• Administer user accounts and group memberships in Active Directory.
• Assist in OS imaging, device provisioning, and reimaging processes.
• Troubleshoot desktops, laptops, docking stations, and peripherals.
• Diagnose LAN/Wi‑Fi, VPN, DNS issues; coordinate with network teams.
• Maintain incident logs and update knowledge base; report SLA status.

Tools

ServiceNow

Remedy

SCCM/MECM

Microsoft Intune

VDI

Job description

SISL Global is seeking a Desktop Support Specialist (Site Lead) to join our New Albany, OH team. You will provide hands-on end-user support for Windows and macOS, manage Office 365 issues, and resolve L2 incidents within SLA frameworks.

Responsibilities include Active Directory administration, software deployment via SCCM/MECM and Intune, OS imaging, hardware provisioning, and cross-functional coordination for network issues. Daily documentation and asset management are required.