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IT Support Specialist

2 months ago

Lemont, Illinois, United States SISL Global Full time

Position Overview:

The Desktop Support Technician at SISL Global plays a crucial role in delivering exceptional technical assistance and troubleshooting services to end-users. This position requires a proactive approach to resolving intricate issues, ensuring the maintenance of hardware and software systems, and enhancing overall user experience.

Core Responsibilities:

  • Provide advanced technical support for desktop and laptop hardware, software, and peripheral devices.
  • Diagnose and address complex technical challenges escalated from the first-level support team.
  • Install, configure, and maintain operating systems, software applications, and system updates to ensure optimal functionality.
  • Conduct root cause analysis to identify and rectify recurring technical issues.
  • Exhibit proficiency in troubleshooting both Windows and Mac operating systems.
  • Assist with network connectivity challenges, including LAN/WAN, Wi-Fi, and VPN issues.
  • Collaborate with IT colleagues on various projects, upgrades, and implementations.
  • Maintain detailed records of work performed, issues encountered, and resolutions achieved using the company's ticketing system.
  • Provide remote support and troubleshooting for users working from various locations.
  • Mentor and train junior support technicians as required.
  • Ensure adherence to IT policies, security protocols, and industry best practices.
  • Perform routine maintenance and inspections to guarantee optimal performance of equipment.
  • Build and nurture strong relationships with end users to ensure high levels of satisfaction.

Qualifications:

  • Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
  • 2-4 years of experience in a desktop support or similar technical role.
  • In-depth knowledge of Windows and Mac operating systems.
  • Proficiency in Microsoft Office Suite and other commonly used software applications.
  • Experience with Active Directory, group policies, and user account management.
  • Familiarity with remote desktop tools and support software.
  • Excellent problem-solving and analytical capabilities.
  • Strong communication and interpersonal skills.
  • Ability to work independently as well as collaboratively within a team.
  • Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are advantageous.