Desktop Specialist

Role & responsibilities

• Provide Level 1 and 2 desktop support for corporate-managed Windows 11 and macOS devices, including laptops, desktops, and peripherals
• Troubleshoot and resolve hardware, operating system, application, VPN, Wi-Fi, certificate, and peripheral issues impacting end users
• Provide support via walk-in desks, remote sessions, email, chat, and phone to ensure a consistent Digital Workplace experience
• Actively monitor and manage incident and request queues in the ITSM tool, ensuring tickets are prioritized correctly and worked to resolution
• Perform device provisioning, reimaging, OS upgrades, refreshes, and redeployments for Windows and Mac devices
• Install, configure, and support standard applications, including Microsoft 365, Teams, Outlook, security agents, and approved third-party tools
• Assist with asset management, tagging, inventory updates, and device audits as part of IT Operations controls
• Support user account activities including profile issues, local permissions, and device access in line with IT security policies
• Work closely with Identity, Security, and Network teams to resolve access-related or policy-driven issues
• Facilitate knowledge sharing among colleagues and actively contribute to the onboarding and mentorship of junior team members
• Support global and local initiatives such as office moves, device refresh programs, or technology rollouts.

Preferred candidate profile

• Strong hands-on experience supporting Windows 11 Enterprise environments.
• Practical experience supporting macOS in a corporate environment
• Solid knowledge of PC/Mac hardware, break-fix support, and peripheral troubleshooting
• Experience working with ITSM tools, remote support utilities, and device management processes.
• Understanding of network fundamentals (Wi-Fi, VPN, certificates, DNS).
• Strong customer-first mindset with excellent communication skills
• Proven ability to prioritize workload and work effectively under SLA pressure
• High level of ownership, accountability, and attention to detail
• Team-oriented approach aligned to IT Operation goals.
• 37 years of experience in Desktop Support, EUC, or IT Operations roles
• Relevant certifications (preferred): o Microsoft Certifications o Apple macOS Support o ITIL Foundation