Desktop Support Specialist

Sharp Brains; Cebu City; On-site; PHP 240,000 - 480,000; Full time

Job summary

Sharp Brains is seeking an Onsite Deskside Support (L1/L2) to provide end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.

The role covers IMAC tasks, device lifecycle management, and uses SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance, while ensuring IT policy compliance and security patching.

Qualifications

• Experience delivering desktop/laptop user support in a corporate IT environment.
• Familiarity with ITIL processes for incident, problem and service request handling.
• Proven ability to work onsite and escalate issues as needed.

Responsibilities

• Provided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.
• Handled IMAC activities and break/fix tasks for end-user devices.
• Managed lifecycle of desktop devices: configuration, patching, OS imaging and vendor replacements.
• Delivered support using SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administered software installations, updates, and security patches per IT policies.
• Supported remote and deskside users with MS Office, Outlook, and VPN clients; adhered to security protocols.

Skills

IT support

End-user support

Remote assistance

VIP support

Tools

SCCM

Intune

ServiceNow

Active Directory

VPN clients

MS Office

Job description

Role – Onsite Deskside Support (L1/L2)

Key Responsibilities

1. Provided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.
2. Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
3. Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements.
4. Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
5. Administered approved software installations, updates, and security patching in coordination with IT policies.
6. Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.
7. Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
8. Offered VIP support and acted as the primary onsite contact during critical escalations or outages.
9. Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
10. Assisted with Active Directory tasks, basic user account management, and smart hands support.
11. Maintained documentation of incident resolution, hardware inventory, and technical guides for internal reference.
12. Demonstrated familiarity with Windows OS environments, mobile device support, and basic MAC device handling.
13. Followed ITIL practices for incident, problem, and service request management in corporate environments.