Desktop Support Specialist - Windows & Mac, Hybrid MN

Refinitiv; Eagan (MN); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Hybrid Work Model

Flex My Way (work-life balance)

Grow My Way – career development

Competitive benefits package

Mental Health days

Job summary

Thomson Reuters in Minnesota seeks a Desktop Systems Specialist to provide hands-on support for Windows and macOS devices, apps, and collaboration tools. You will resolve tickets, deploy equipment, and maintain inventory while collaborating with IT teams for escalation.

This role emphasizes customer-focused service and problem-solving in a dynamic AMERS environment. The position requires onsite presence in Minnesota with hybrid work options and ongoing opportunities to learn new workplace

Qualifications

• 2+ years of experience in desktop support, IT service desk, field services, or a related role.
• Experience supporting Windows and macOS devices in a business, education, or enterprise environment.
• Experience troubleshooting common end-user hardware, software, peripherals, printers, connectivity, and productivity-application issues.
• Familiarity with ticketing systems and documenting technical issues, troubleshooting steps, and resolutions.
• Basic familiarity with Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Basic familiarity with user-account or device-management tools, such as Microsoft Entra ID, Azure Active Directory, Microsoft Intune, or similar platforms.
• Experience preparing, configuring, deploying, or supporting laptops and other end-user equipment.
• Strong customer-service, written communication, and verbal communication skills.
• Strong problem-solving skills and the ability to follow established processes, troubleshoot methodically, and elevate issues when needed.
• Ability to manage multiple support requests and work effectively both independently and as part of a team.
• Ability to work from the Minnesota office and provide onsite support as required.

Responsibilities

• Provide onsite and remote technical support for end-user hardware, software, access, and connectivity issues.
• Monitor the Helpdesk queue and respond to incidents within service expectations.
• Troubleshoot Windows and macOS laptops, desktops, monitors, docks, printers, peripherals, and productivity apps.
• Configure, deploy, replace, and recover end-user devices per established processes.
• Provide basic mobile-device support, including setup, enrollment, access, and troubleshooting.
• Assist with basic user-account and device-management requests in Entra ID/Intune.
• Support Microsoft 365 apps and collaboration tools (Outlook, Teams, OneDrive).
• Maintain accurate hardware and software inventory records and lifecycle updates.
• Provide basic onsite support for conference rooms and audiovisual equipment.
• Escalate complex issues to appropriate infrastructure or support teams.
• Participate in device refreshes, deployments, office moves, and software rollouts.
• Create and update knowledge-base articles and SOPs.
• Identify recurring issues and suggest process improvements.
• Deliver professional, empathetic, customer-focused support.

Skills

Desktop support

Windows/macOS

Ticketing systems

Microsoft 365

Hardware deployment

Customer-focused

Endpoint management

Tools

Microsoft Entra ID

Azure Active Directory

Microsoft Intune

Windows Autopilot

ServiceNow

Job description

Thomson Reuters in Minnesota seeks a Desktop Systems Specialist to provide hands-on support for Windows and macOS devices, apps, and collaboration tools. You will resolve tickets, deploy equipment, and maintain inventory while collaborating with IT teams for escalation.

This role emphasizes customer-focused service and problem-solving in a dynamic AMERS environment. The position requires onsite presence in Minnesota with hybrid work options and ongoing opportunities to learn new workplace