Desktop Support Specialist

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

Job summary

Sharp Brains in Kraków is seeking an IT support specialist to deliver end-user desktop and laptop assistance across Windows environments. You will handle IMAC tasks, OS imaging, patching, and hardware replacements while using SCCM, Intune, and ServiceNow for ticketing and asset tracking.

You will provide remote and deskside support for MS Office, VPN clients, and corporate apps, ensuring security policies and antivirus monitoring are followed.

Qualifications

• Experience providing end-user desktop support across Windows environments.
• Familiarity with ITIL incident, problem and service request handling.
• Experience with VIP user support and on-site escalation management.

Responsibilities

• Provide end-user support for desktop and laptop systems.
• Manage IMAC tasks and break/fix work for end-user devices.
• Oversee OS imaging, patching, and hardware replacements.
• Utilize SCCM, Intune, and ServiceNow for ticketing and asset tracking.
• Coordinate software installations and security patching with IT policy.
• Deliver remote and deskside support using EUC tools and VPN clients.
• Ensure security compliance and antivirus monitoring across devices.
• Act as onsite contact during critical outages and escalations.
• Support printers, scanners, and peripheral devices; assist with AD tasks.
• Document incident resolutions, hardware inventory, and technical guides.

Skills

Desktop Support

Incident Management

VIP Support

ITIL Practices

Active Directory

Tools

SCCM

Intune

ServiceNow

VPN

Active Directory

Job description

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