Desktop Support Specialist

Ampstek; Saint Helier; On-site; GBP 32,000 - 52,000; Full time

Job summary

Ampstek in Saint Helier, Jersey, is seeking a hands-on Desktop Support engineer (L1.5/L2) to bridge service desk triage and advanced system administration. You will own hardware builds, software deployments, VDI, and AV/meeting room tech, with VIP support for executives.

Role demands 2-3 years of desktop support, strong Windows OS knowledge, ITIL awareness, and willingness to travel to other Jersey sites. Onsite work five days per week; contract 6–12 months.

Qualifications

• 2-3 years of desktop support experience.
• Strong Windows OS knowledge.
• Familiar with ITIL processes and service management.

Responsibilities

• Desktop engineering tasks and endpoint management.
• Ticket triage and escalation from the service queue.
• Create and update internal KB articles.
• Escalate incidents to third parties when needed.
• Build, deploy and image laptops/desktops on Windows 11.
• Deploy software across the enterprise with version control.
• Manage hardware lifecycle and decommissioning.
• VDI support and troubleshooting in virtual environments.
• VIP and executive support with discretion.

Skills

Windows OS

Communication

Analytical thinking

ITIL knowledge

Team collaboration

Visit sites Jersey

Tools

Intune

Autopilot

SCCM

Job description

Title: Desktop Support

Country : St Helier, Jersey

Work Type: 5 days Onsite

Employment Type : Employment Contract ( 6-12 Months)

Experience: 2-3 Years

Detailed JD (Roles and Responsibilities)

• We are seeking a hands-on, technically proficient L1.5/L2 Desktop Engineer to act as the critical bridge between frontline service desk triage and advanced system administration. You will own the end-to-end lifecycle of hardware builds and software deployments, provide white-glove executive support, manage VDI environments, and ensure our physical/digital collaboration spaces (meeting rooms, digital players, mobile devices) operate seamlessly.

Key Responsibilities:

• Standard Desktop Engineering Tasks
• Ticket Triage: Resolve or appropriately elevate complex incidents and service requests from the ServiceNow IT Service Management (or equivalent) ticketing queue.
• Documentation: Create and update internal knowledge base (KB) articles to increase first-time fix rates for the wider service desk team.
• Escalation: Escalate incidents to third parties when necessary and collaborate on resolution.
• Build, Deploy & Package Management
• Image & Provision: Build, configure, and image physical laptops and desktops running Windows 11 using automated deployment tools (e.g., Microsoft Intune, Autopilot, SCCM).
• Package Deployments: deploy software applications and updates across the enterprise, ensuring version control and compatibility.
• Lifecycle Management: Manage the hardware lifecycle from unboxing and imaging to secure asset decommissioning and recycling.
• VDI (Virtual Desktop Infrastructure) Support
• VDI Management: Troubleshoot and support Virtual Desktop environments
• Session Troubleshooting: Resolve user profile issues, connection drops, thin client hardware problems, and application delivery failures within virtual sessions.
• Executive & VIP Support
• White-Glove Service: Provide high-priority, dedicated IT support for C-suite executives and senior leadership, maintaining maximum discretion, speed, and professionalism.
• Executive Refreshes: Conduct scheduled executive hardware refreshes (laptops, mobile devices, peripherals), data migrations, and personalized system configuration.
• Meeting Room & Digital Workspace Support
• AV/Meeting Rooms: Support, maintain, and troubleshoot boardroom and meeting room technology, including Microsoft Teams Rooms, projectors, smart displays, and audio/video peripherals.
• Digital Players: Maintain, reboot, and troubleshoot digital signage players and across office locations.
• Mobile Devices: Support corporate mobile fleets (iOS/Android), including MDM enrolment (e.g., Intune), email configuration, and app deployment.

Mandatory skills

• Good Knowledge of Windows OS
• Strong communication skills both written and verbal.
• Strong analytical and problem-solving skills.
• Attention to detail and a proactive approach to managing tasks.
• Good understanding of ITIL processes.
• Proven experience in Desktop support or a similar role
• Ability to work collaboratively with various teams and stakeholders including diverse user groups, developers, application support, project managers, and other domain experts.
• There will be a requirement to Visit other sites across Jersey, Guernsey, and the Isle of Man

Desired skills

• Hands-on, technically proficient L1.5/L2 Desktop Engineer to act as the critical bridge between frontline service desk triage and advanced system administration