Desktop Support Specialist

Sharp Brains; Kraków; On-site; PLN 60,000 - 90,000; Full time

Job summary

Sharp Brains is seeking an IT Support specialist to provide global desktop and endpoint support across Windows, macOS, and Linux. You will manage the device lifecycle, enroll and audit assets, and maintain security monitoring tools.

You will support Google Workspace, Microsoft 365, Slack, and Okta, and collaborate with cross-functional teams on infrastructure rollouts and access management. This role requires hands-on experience and strong ITIL/ITSM practices.

Qualifications

• Experience delivering end-to-end IT support for desktops, laptops, and peripherals.
• Experience with onboarding/offboarding and device lifecycle management.
• Familiarity with endpoint security monitoring and privileged access tools.

Responsibilities

• Provided end-to-end onsite technical support for desktops, laptops, and peripherals across Windows, macOS, and Linux.
• Managed device lifecycle including provisioning, deployment, redeployment and decommissioning.
• Administered endpoint management and asset tools (Jamf, Workspace ONE, Oomnitza, ServiceNow).
• Supported core apps such as Google Workspace, Microsoft 365, Slack, and Okta.
• Provided remote and onsite support using VPNs and collaboration tools (Zoom, Meet, Teams).
• Assisted with Active Directory tasks including LDAP access and password resets.
• Maintained incident/documentation workflows via Confluence and ITSM ticketing.
• Handled onboarding/offboarding sessions and device setup for new hires.
• Used BeyondTrust and EPP tools to ensure security compliance.

Skills

IT support

Active Directory

Endpoint management

IT security

Tools

Jamf

VMware Workspace ONE

Oomnitza

ServiceNow

BeyondTrust

Falcon

Carbon Black

Cisco Meraki

Confluence

Jira

Job description

Key Responsibilities:

• Delivered end-to-end onsite technical support for desktops, laptops, and peripherals across Windows, macOS, and Linux environments, troubleshooting hardware, software, and connectivity issues for global teams.
• Managed the full device lifecycle — procurement planning, provisioning, deployment, redeployment, and decommissioning of laptops, keyboards, mice, AV equipment, and access control devices.
• Administered endpoint management and asset tracking tools including Jamf, VMware Workspace ONE, Oomnitza, and ServiceNow for configuration, policy enforcement, patching, and hardware inventory audits.
• Supported and administered core business applications including Google Workspace, Microsoft 365, Slack, and Okta — covering app creation, group/role configuration, and access management.
• Provided remote and onsite support using VPN clients (Aviatrix, GlobalProtect) and collaboration/EUC tools such as Zoom, Google Meet, and Microsoft Teams.
• Assisted with Active Directory tasks, including LDAP-based access assignment, password resets, and basic troubleshooting.
• Delivered global support coverage across APAC, EMEA, and AMER regions via Jira, Slack, Teams, email, and BeyondTrust, following ITSM ticketing and escalation workflows.
• Supported printers, digital signage displays (ScreenCloud, Samsung MagicInfo), and AV/conference room technologies, including routine maintenance and troubleshooting.
• Maintained documentation of incident resolutions, asset records, and technical processes on Confluence for internal reference.
• Managed employee onboarding and offboarding, including New Hire Orientation (NHO) sessions, account provisioning, and device setup.
• Administered privileged access management (BeyondTrust) and endpoint security monitoring (Falcon, VMware Carbon Black) to ensure compliance with IT security policies.
• Demonstrated working knowledge of Windows, macOS, and Linux environments, including Mac-specific troubleshooting (DFU, PRAM/NVRAM/SMC resets, Time Machine, Migration Assistant).
• Coordinated with cross-functional teams and third-party vendors to support infrastructure changes, network devices (Cisco Meraki), and workplace technology rollouts.