Desktop Support Technician

MoneyGram; Dallas (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

MoneyGram is seeking a Desktop Support specialist to deliver hands-on endpoint support and on-site technical assistance for Windows and macOS. This role involves imaging and provisioning using Intune/Autopilot and JAMF, and providing timely resolutions to Level 2/3 incidents.

You will support executive and VIP users, assist with asset management, conference room technology, and vendor coordination, while adhering to IT standards and ServiceNow processes.

Qualifications

• 1–3 years in Desktop Support or End-User Computing
• Strong Windows 11 proficiency; macOS knowledge preferred
• Experience with Microsoft 365 apps and Exchange/Outlook troubleshooting
• Familiarity with Intune/SCCM/JAMF and ITSM tools like ServiceNow
• Excellent communication and accurate ticket documentation

Responsibilities

• Build, configure, and deploy Windows and macOS endpoints using imaging and provisioning
• Troubleshoot Level 2/3 incidents with timely ticket updates
• Deliver in-person and remote support for hardware, software, VPN, VDI, and mobile devices
• Support executive and VIP users with professionalism and clear communication
• Perform onsite duties: asset inventory, shipping/receiving hardware, conference tech, vendor coordination
• Collaborate with Endpoint Engineering on escalations involving OS builds and policy patching
• Maintain adherence to audit standards and ServiceNow processes
• Identify recurring issues and propose proactive fixes

Skills

Windows 11

macOS

Microsoft 365 apps

Exchange/Outlook troubleshooting

Teams

Zoom

VPN

Intune

SCCM/ConfigMgr

JAMF

ServiceNow

ITSM

Ticket documentation

Customer service

Imaging & asset management

Compliance checks

Tools

Intune

SCCM/ConfigMgr

JAMF

Job description

*** THIS IS A 100% ONSITE POSITION/ NO REMOTE***

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

• 1-3 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, SCCM/ConfigMgr, 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.