Desktop Support Specialist

Service Global, Inc.; Orlando (FL); On-site; USD 52,000 - 78,000; Full time

Job summary

Service Global, Inc. in Orlando, FL, seeks a desktop support specialist to manage end-to-end desktop incidents, imaging, and deskside services for field users.

You will ensure desktop devices are properly configured, secured, and maintained throughout their lifecycle, including remote management via appropriate tools. The role requires hands-on experience with Windows 7/11, SCCM, Intune, AD, and ITIL processes, plus the ability to coordinate with Dell and other vendors on hardware break-fix and

Qualifications

• 3–5+ years of experience in desktop support or IT service desk.
• Experience imaging Windows 11 and deploying desktop environments using PXE boot.
• Experience with SCCM/Software Center, AD, Intune and BitLocker.
• Proficient in Outlook administration and MS Office suite.
• Familiarity with ITIL processes (Incident, Change, Problem, Service Request).
• Experience supporting Windows and Mac devices welcome.

Responsibilities

• Manage desktop device incidents from detection through resolution.
• Handle IMAC and deskside support services.
• Perform hardware break-fix and software installations on desktops and laptops.
• Maintain desktop images and security configurations, patching and hardware replacements.
• Monitor security profiles and antivirus, ensuring compliance.
• Provide VIP deskside support and be site point of contact when needed.
• Assist with training and automation opportunities based on incident data.

Education

Associate degree or equivalent with emphasis in electronics

Bachelor's degree preferred

Tools

SCCM

Software Center

PXE boot

Intune

Active Directory

BitLocker

Outlook

Lync

VPN

ServiceNow

Job description

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and deskside support services.
• Manage hard- and soft-break fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (field user) devices for their entire lifecycle (including the remote management of desktop devices using appropriate tools).
• Support, manage, optimize, and maintain the configuration and installation of the desktop to include, but not be limited to, patch updates and hardware replacements with spares provided by the vendor.
• Analyze service desk calls for desktop devices and incident data to identify and advise customers of any potential user training requirements and automation.
• Ensure that each desktop device is installed with the appropriate desktop image.
• Manage desktop device (hardware and software) incidents through to resolution.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
• Provide VIP support for deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is available, like for MI calls.

Requirements:

• Knowledge and experience on Windows 7 OS.
• Experience in imaging Windows 11 imaging/reimaging experience using Pxe boot.
• Worked on software installation using SCCM, Software Center, and manually.
• Needed hands-on experience replacing batteries and working with Dell technicians on hardware break-fix.
• Experience using Intune, AD, BitLocker.
• Experience in Outlook administration.
• Experience in Humanscale troubleshooting.
• Experience working in places that are engineering firms, large companies.
• Minimum 3-5 years of experience.
• Good to have knowledge in AD and smart hands-and-feet support.
• Good to have knowledge and experience of supporting MAC devices and tablets
• Experience with Service management tool - e.g., ServiceNow
• Should have good expertise on EUC tools, remote support tools, MS Office, and Outlook.
• It is preferable to have a good understanding of Lync, VPN, and mobile device support.
• Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management
• Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics is required; Bachelor's Degree preferred.