Desktop Support Specialist

Role

End User Computing (Desktop Analyst) L1‑Onsite services

Experience / Skills

• 2‑4 years of onsite support experience
• Strong working knowledge of Windows 10/11
• Experience managing desktop device incidents
• Experience with ServiceNow or similar service‑management tool
• Good expertise on EUC tools, remote support tools, MS Office and Outlook
• Preferred: understanding of Lync/Teams, VPN, mobile device support
• Preferred: knowledge of AD, smart‑hands support, MAC devices/tablets

Responsibilities

• Manage desktop devices (hardware, software, connectivity) incidents through to resolution
• Provide standard desktop support for Field Users devices for lifecycle maintenance
• Support, manage, optimize, and maintain desktop configuration, including patch updates, hardware replacements, and remote management
• Analyze service desk calls to identify user training and automation needs
• Monitor security profiles and anti‑virus software; take action on non‑compliance
• Provide VIP support for desk‑side issues per contract and act as point of contact at the site for IT related issues
• Ensure each desktop device is installed with the appropriate image
• Apply ITIL processes (incident, change, problem, request) and manage spare/buffer stock
• Occasional smart‑hands support for MAC devices and tablets

Qualifications

• 2‑4 years onsite support experience
• Strong knowledge of Windows 10/11 and desktop device management
• Experience with ServiceNow or similar service‑management tool
• Good expertise on EUC tools, remote support tools, MS Office and Outlook
• Preferred: understanding of Lync/Teams, VPN, mobile device support
• Preferred: knowledge of AD, smart‑hands support, MAC devices/tablets