Desktop Support - IT Operations Management

MoneyGram; Dallas (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

MoneyGram in Dallas is seeking a hands-on Desktop Support specialist to deliver reliable endpoint support for Windows and macOS. You will build, image, and deploy devices using Intune/Autopilot or JAMF, troubleshoot Level 2/3 incidents, and coordinate with Endpoint Engineering on escalations and OS builds.

You will provide in-person and remote support for hardware, software, VPN, VDI, and mobile devices, support VIP users with urgency and professionalism, and manage onsite assets, conference

Qualifications

• 3+ years of Desktop Support or IT Support experience.
• Windows 11 proficiency with macOS knowledge a plus.
• Strong experience with Microsoft 365 apps, Exchange/Outlook, Teams, VPN, Zoom.
• Experience with Intune, JAMF, or similar endpoint management tools.
• Familiarity with ServiceNow or other ITSM systems and rigorous ticketing practices.
• Ability to manage workloads independently and prioritize urgent issues.
• Excellent customer service and clear communication under pressure.
• Adherence to imaging, asset management, verification steps, and compliance.

Responsibilities

• Build, configure, and deploy Windows and macOS endpoints using imaging/provisioning processes (Intune/Autopilot, JAMF).
• Troubleshoot and resolve Level 2/3 incidents with timely ticket updates and documentation.
• Provide in-person and remote hardware, software, peripherals, VPN, VDI, and mobile device support.
• Support executive and VIP users with urgency and professionalism.
• Handle onsite duties: asset inventory, shipping/receiving hardware, conference room tech, vendor coordination.
• Collaborate with Endpoint Engineering on escalations for OS builds, patching, and policy deployment.
• Maintain strict adherence to audit requirements and ServiceNow processes.
• Identify recurring issues and propose proactive fixes or workflow improvements.
• Perform other related duties as assigned.

Skills

Windows 11

Intune

JAMF

ServiceNow

Microsoft 365

VPN

VDI

VIP support

End-User Computing

Tools

Intune

JAMF

ServiceNow

Job description

Desktop Support

About the Role

The Desktop Support role is a hands-on, customer-focused position responsible for delivering reliable endpoint support, onsite technical assistance, and timely resolution of complex user issues. This role supports Windows and macOS environments, partners closely with Endpoint Engineering on escalations and device compliance, and ensures all work follows established IT standards, audit requirements, and ServiceNow processes.

What you will get to do as a Desktop Support

• Build, configure, and deploy Windows and macOS endpoints following standardized imaging and provisioning processes, including Intune/Autopilot and JAMF where applicable.
• Troubleshoot and resolve Level 2/3 incidents and service requests, ensuring timely ticket updates and proper documentation.
• Deliver in-person and remote support for hardware, software, peripherals, VPN, VDI, and mobile devices.
• Support executive and VIP users with urgency, professionalism, and clear communication.
• Perform onsite responsibilities such as asset inventory, shipping and receiving hardware, conference room technology support, and vendor coordination.
• Partner with Endpoint Engineering on escalations involving OS builds, EPM policies, patching, application deployments, and device compliance.
• Maintain strict adherence to visual verification standards, audit requirements, and ServiceNow processes.
• Identify patterns in recurring issues and propose proactive fixes or workflow improvements.
• Perform other related duties as assigned.

What You Will Need to Be Successful

• 3+ years of progressive experience in Desktop Support, IT Support, or End-User Computing; global support experience is a plus.
• Strong proficiency in Windows 11, with working knowledge of macOS preferred.
• Solid understanding of Microsoft 365 apps, Exchange/Outlook troubleshooting, Teams, Zoom, VPN, and common enterprise SaaS tools.
• Experience using endpoint management platforms such as Intune, JAMF, or similar tools.
• Familiarity with ServiceNow or other ITSM systems and a strong habit of accurate ticket documentation.
• Ability to manage workloads independently, prioritize effectively, and handle urgent or high-visibility issues with confidence.
• Strong customer service instincts, including clear communication, patience under pressure, and the ability to keep users informed without over-complicating technical details.
• Ability to follow and enforce IT operational standards, including imaging, asset management, verification steps, and compliance checks.

About MoneyGram

MoneyGram International, Inc. is a global financial technology leader, empowering consumers and businesses to send and manage money across over 200 countries and territories. With an industry-leading app and one of the world’s largest cash distribution networks, MoneyGram processes more than $200 billion annually, serving over 50 million people. A pioneer in blockchain technology, the company enables customers to buy, sell, and hold digital currencies, with over 50% of transactions now digital. Headquarters in Dallas, Texas, MoneyGram is celebrated for its strong culture, earning the Top Workplaces USA award three years in a row.