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Desktop Support Specialist

SISL Global
Worcester, MA Full Time
POSTED ON 1/22/2025
AVAILABLE BEFORE 4/17/2025

Key Responsibilities :

  • Provide second-level technical support for desktop / laptop hardware, software, and peripheral

issues.

  • Diagnose and resolve advanced technical issues escalated from the L1 support team.
  • Install, configure, and maintain operating systems, software applications, and system updates.
  • Perform root cause analysis to identify recurring technical problems and develop solutions.
  • Excellent in troubleshooting break / fix issues of windows and mac computers
  • Assist with network connectivity issues, including LAN / WAN, Wi-Fi, and VPN.
  • Collaborate with IT team members on projects, upgrades, and implementations.
  • Maintain accurate records of work performed, issues, and resolutions using the company's

    • ticketing system.

  • Provide remote support and troubleshooting for users working from home or in the field.
  • Train and mentor junior support technicians as needed.
  • Ensure compliance with IT policies, security protocols, and best practices.
  • Perform routine maintenance and inspections to ensure optimal performance of equipment
  • Build and maintain strong relationships with end users and ensure user satisfaction

    • Qualifications :

  • Associate's or bachelor’s degree in information technology, Computer Science, or related

    • field, or equivalent work experience.

  • 2-4 years of experience in a desktop support or similar role.
  • Strong knowledge of Windows and Mac operating systems.
  • Proficiency with Microsoft Office Suite and other common 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 skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Relevant certifications such as CompTIA A , Network , or Microsoft Certified Desktop Support

    • Technician (MCDST) are a plus

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