Desktop Support Specialist

About the role

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 Qualifications

• Experience: 2–4 years of technical support or desktop engineering experience in a corporate environment.
• OS & Hardware Mastery: Deep technical knowledge of Windows 10/11, macOS, and Dell commercial laptop lineups.
• Tooling Proficiency:
  • Active Directory (Domain services, Group Policy, account provisioning)
  • Microsoft Intune & Autopilot (zero-touch deployment, compliance policies)
  • Tanium (endpoint management, data gathering, software deployment)
  • ServiceNow (ITSM incident and request management)
• Troubleshooting: Strong analytical skills to diagnose hardware, software, and basic network issues (VPN, Wi-Fi).
• Communication: Excellent customer-facing skills with the ability to explain technical concepts to non-technical users clearly.

This response is AI-generated, for reference only.