Desktop Support Specialist
Job in
Jacksonville, Duval County, Florida, 32099, USA
Listing for:
SISL Global
Full Time
position
Listed on 2026-11-10
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, HelpDesk/Support, Desktop Support
Job Description & How to Apply Below
- Handle L2 escalated incidents from Service Desk (L1) and resolve within SLA timelines
- Manage service requests
, including software installations, access requests, and hardware provisioning - Perform root cause analysis (RCA) for recurring or complex issues
- Ensure proper documentation of all troubleshooting steps in ITSM tools (Service Now, Remedy, etc.)
- Provide advanced troubleshooting for:
- Windows 10/11 operating systems
- macOS environments (basic to intermediate support)
- Microsoft Office 365 suite (Outlook, Teams, One Drive, SharePoint)
- Resolve performance issues, login failures, profile corruption, and system errors
- Support multi-device environments including laptops, desktops, thin clients, and VDI
- Perform user account administration:
- Group membership updates
- Basic permissions management
- Support software installation, upgrades, and patching using tools such as:
- Microsoft SCCM / MECM
- Microsoft Intune (if applicable)
- Ensure endpoint compliance with security policies and corporate standards
- Assist in OS imaging, device provisioning, and reimaging processes
- Troubleshoot and support:
- Desktops, laptops, docking stations
- Monitors, keyboards, and peripheral devices
- Coordinate with OEM/vendors for hardware repairs and replacements
- Manage asset tagging and inventory updates
- Diagnose and resolve:
- LAN/Wi-Fi connectivity issues
- VPN connectivity problems
- IP conflicts and DNS-related issues (basic level)
- Work closely with network teams for escalated connectivity incidents
- Escalate unresolved or complex issues to L3 infrastructure or application teams
- Coordinate with security, network, and server teams for cross-functional issues
- Participate in shift handovers and ensure proper knowledge transfer
- Maintain accurate logs of incidents, resolutions, and troubleshooting steps
- Update knowledge base articles for recurring issues
- Provide daily/weekly status updates on ticket progress and SLA compliance
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