What are the responsibilities and job description for the Desktop Support Specialist position at SISL Global?
IT Desktop Support Technician L1 We are seeking a motivated and skilled Field Support Technician to join our field support team assigned to a large healthcare organization. As a key member of our larger IT services delivery operation, you will provide on-site and hands-on technical support to our end users, working closely with our Service Desk and remote teams to resolve complex issues and ensure a smooth and efficient user experience. Key Responsibilities On-site Hardware and Software Support : Troubleshoot and resolve complex hardware and software issues for desktops, laptops, mobile devices, peripherals, scanners, printers, and associated software. Perform break-fix repairs, desk-side support, software and hardware IMACD (Install, Move, Add, Change, Dispose) tasks, data migration, refreshes, and other related activities. Provide on-site technical assistance for updates, configuration changes, and software installations. Troubleshoot and resolve basic printer issues. Identify and proactively address potential issues that may impact user experience. Ticket Management and Communication : Manage assigned tickets, ensuring timely resolution and closure within service level agreements. Communicate effectively with end users by phone and email, providing updates on ticket status and prompt follow-up as needed. Coordinate with other support groups for seamless issue resolution. Collaboration and Support : Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT / AV contacts, and stand-by support. Provide IT support for disaster recovery and immediate response in emergency situations at local sites. Provide on-call support outside of business hours on a rotational basis. Networking Fundamentals : Demonstrate familiarity with basic networking concepts and equipment. Possess the ability to find and trace fiber or copper cabling. Have a basic understanding of network services like DNS and DHCP. Communications Technology : Possess familiarity with analog, VoIP, and fax communications technology. Qualifications Experience : 1-3 years of experience in field services or desktop support. Education : BS / BA in Computer Science, Information Systems, or equivalent combination of education and experience. CompTIA A certification or equivalent. Technical Skills Experience with various desktop systems, operating systems, and technical environments. Proven expertise in supporting Windows operating systems, Microsoft Office, VPN, local and network printing, desktop computers, and mobile devices. Ability to install and troubleshoot a wide range of applications. Possess excellent troubleshooting skills to isolate the root cause of an issue. Soft Skills Excellent customer service orientation and verbal communication skills. Strong analytical thinking and problem-solving abilities. Ability to work independently and prioritize tasks effectively. Keen discretion and strong integrity, demonstrating trustworthiness and maintaining confidentiality. Other : Flexible for travel to remote sites or clusters. Ability to lift 50 lbs to waist level.
