Desktop Support Specialist

Sharp Brains; Warszawa; On-site; PLN 72,000 - 90,000; Full time

Job summary

Sharp Brains in Warszawa, Poland, is seeking a competent Desktop Support Engineer to deliver end-to-end support for corporate desktops and laptops, troubleshoot hardware, software, and connectivity, and perform IMAC tasks.

The role uses SCCM, Intune, and ServiceNow for asset tracking and ticket resolution, with VIP onsite coverage during outages, strict adherence to ITIL processes, and close cooperation with security policies.

Qualifications

• Experience providing end-user desktop support in corporate environments.
• Proficient in Windows OS and basic Mac handling.
• Familiarity with ITIL incident, problem and request management.
• Experience with Active Directory administration.
• On-site and remote support capabilities.

Responsibilities

• Provide end-user desktop support for hardware, software, and connectivity.
• Perform IMAC tasks and break/fix for end-user devices.
• Manage device lifecycle including imaging and replacements.
• Use SCCM, Intune, ServiceNow for ticketing and asset tracking.
• Ensure security patching and policy compliance.
• Offer VIP onsite support during escalations.
• Document incidents and maintain hardware inventory.
• Assist with AD tasks and basic user account management.
• Maintain knowledge base and IT guides.

Skills

Windows OS

Active Directory

ITIL

VIP support

SCCM

Intune

ServiceNow

VPN

MAC support

Remote support

Tools

SCCM

Intune

ServiceNow

VPN clients

Windows imaging

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.