Source description
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+ 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.
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