Description

Role Overview:

The Desktop Support Specialist provides hands-on and remote technical support for enterprise hardware, operating systems, and core business applications. This role is responsible for provisioning, maintaining, and troubleshooting Dell Windows laptops and Apple Mac workstations while ensuring high customer satisfaction and minimal downtime.

Key Responsibilities:

• Endpoint Management & Provisioning: Build, configure, and deploy Windows (Dell) devices using Microsoft Intune and Windows Autopilot and macOS devices with Jamf.
• Ticket & Lifecycle Management: Log, prioritize, escalate, and resolve user requests and incidents within ServiceNow while meeting established SLAs.
• Endpoint Operations & Security: Utilize Tanium for real-time endpoint query and compliance tracking across the fleet.
• Hardware & Software Support: Diagnose and repair hardware failures, system crashes, network connectivity issues, and peripheral problems for Dell laptops, Macs, monitors, and docking stations.
• Asset Tracking: Maintain accurate inventory records in ServiceNow throughout the asset lifecycle, including onboarding, offboarding, repairs, and disposals.

Required Skills:

• Deep technical knowledge of Windows 10/11 and macOS.
• Expertise with Dell commercial laptop lineups.
• Proficiency in Active Directory (Domain services, Group Policy, account provisioning).
• Experience with Microsoft Intune & Autopilot (zero-touch deployment, compliance policies).
• Familiarity with Tanium (endpoint management, data gathering, software deployment).
• Proficiency in ServiceNow (ITSM incident and request management).
• Strong analytical skills to diagnose hardware, software, and basic network issues (VPN, Wi-Fi).
• Excellent customer-facing communication skills, with the ability to explain technical concepts to non-technical users clearly.
• Ability to work as an excellent team player.
• Microsoft Entra Identity Management
• OpenLDAP
• Java Solutions

Qualifications:

• 2–4 years of technical support or desktop engineering experience in a corporate environment

Key Skills

Education

Any Graduate