What are the responsibilities and job description for the Desktop Support Technician position at SISL Global?
Job Title - Desktop Support Engineer – Band 1
Job Type - Fulltime
Location - Onsite (We have 50 openings across USA)
Job Summary
Provide first-line technical support to end users for desktop, laptop, mobile device, and basic application issues. Assist in resolving incidents, fulfilling service requests, and ensuring a positive user experience.
Key Responsibilities
- Provide Level 1 support for hardware, software, and peripheral issues.
- Install, configure, and troubleshoot desktops, laptops, printers, and mobile devices.
- Create, update, and close tickets in the IT Service Management (ITSM) tool.
- Perform password resets and user account support.
- Support standard office productivity applications.
- Assist with onboarding and offboarding activities.
- Maintain asset inventory and update documentation.
- Escalate unresolved issues to higher support teams.
- Follow established support procedures and SLAs.
Required Skills
- Basic knowledge of Windows operating systems.
- Understanding of desktop hardware and peripherals.
- Familiarity with ticketing systems.
- Basic networking concepts (LAN, Wi-Fi, VPN).
- Strong communication and customer service skills.
Key Performance Indicators (KPIs)
- Ticket resolution within SLA.
- Customer satisfaction scores.
- Asset management accuracy.
Experience & Qualification
- Diploma or Bachelor's degree in IT, Computer Science, or related field.
- 0–1 years of desktop support experience.
- Entry-level certifications are desirable.