Desktop Systems Specialist

The Mice Groups, Inc.; Tualatin (OR); On-site; USD 60,000 - 80,000; Full time

Job summary

A technology services company is seeking a knowledgeable Desktop System Specialist to perform Windows imaging and troubleshoot hardware/software issues. Responsibilities include configuring devices to meet security requirements and collaborating with various teams to resolve technical issues. Ideal candidates will possess strong communication skills, experience with Windows provisioning methods, and the ability to manage a fast-paced workflow. This role offers a chance to participate in process improvements and provide mentorship to other technicians.

Qualifications

• Highly effective in handling high-pressure situations with clear communication.
• Ability to diagnose and resolve hardware/software issues including imaging.
• Experience with Windows provisioning methods such as Autopilot and Intune.

Responsibilities

• Perform Windows imaging using Client standard provisioning methods.
• Configure devices according to Client’s security requirements.
• Troubleshoot imaging failures and network related setup errors.
• Stage devices for user pickup or shipment.
• Execute refresh workflow steps in accordance with standardized processes.

Skills

Communication

Troubleshooting

Cross-Functional Collaboration

Windows provisioning

Technical troubleshooting

ServiceNow record maintenance

Hardware handling

Desktop System Specialist experience

Support for deployment projects

Job description

Responsibilities

• Performs Windows imaging using Client standard provisioning methods (Autopilot/Intune, Entra ID join, compliance policy application).
• Configures devices according to Client’s security requirements including BitLocker/full disk encryption, endpoint compliance validation, and baseline policy enforcement
• Troubleshoots imaging failures, driver issues, network related setup errors, and post image provisioning defects.
• Stages devices for user pickup or shipment by completing quality assurance checks, labeling, hardware inspections, peripheral matching, and accessory preparation.
• Validates device readiness by confirming compliance posture, device health, account authentication flow, and proper enrollment in Client management systems.
• Executes refresh workflow steps in accordance with standardized refresh processes and service readiness timelines.
• Collaborates closely with DSS Leads, Service Desk, GEM/Endpoint Engineering, ITAM/HAM, and Logistics teams to resolve technical blockers and fulfill refresh commitments.
• Escalates complex provisioning problems with detailed reproduction steps and diagnostic information.
• Maintains accurate provisioning records, device status updates, and compliance documentation within ServiceNow.
• Ensure all asset updates (assignment, location, classification, lifecycle status) are completed with 100% accuracy.
• Supports audit requirements by documenting provisioning steps, exceptions, and any deviations from standard process.
• Participates in process improvement activities, root cause reviews, and post project debriefs to refine imaging and provisioning methods
• Provides training, guidance, and mentorship to new provisioning technicians, promoting consistency, quality, and strong customer service culture within DSS.

Required Skills

• Soft skills: Highly effective in handling high-pressure situations, building trust through clear communication, and delivering best-in‑class professional support.
• Troubleshooting: Ability to diagnose and resolve hardware/software issues, including Windows 11 upgrades, imaging, standard break/fix issues, etc.
• Cross-Functional Collaboration: Ability to adapt quickly and assist across different functional areas of DSS when needed. (i.e., asset management team, new hire setup, etc.).
• Experience with Windows provisioning (Autopilot, Intune, Entra ID).
• Strong technical troubleshooting skills for hardware, imaging, and OS deployment issues.
• Familiarity with enterprise compliance controls (BitLocker, device health policies, corporate security baselines).
• Ability to maintain highly accurate records in ServiceNow or similar ITSM/ITAM systems.
• Excellent communication skills and ability to coordinate with both technical and non-technical stakeholders.
• Ability to lift, move, and stage hardware as part of daily provisioning workflow.
• Prior Desktop System Specialist or Service Desk experience.
• Experience supporting high-volume refresh or deployment projects.