Desktop Support Specialist

About the role

The Desktop Support Specialist will join our IT team in Kuwait City, providing end‑user support for hardware, software, and virtual desktop environments. You will be responsible for day‑to‑day incident resolution, device refresh projects, and on‑call security incident handling.

Key responsibilities

• Perform IMAC (Install, Move, Add, Change) activities and annual device refresh (≈25% of fleet).
• Manage break/fix incidents for PCs, peripherals, OS, applications, Citrix VDI, printers, and conference‑room technology.
• Provide Tier 1 and Tier 2 security incident support on a weekly rotation.
• Handle onboarding/off‑boarding tasks, license provisioning, and miscellaneous IT requests.
• Support Windows 11 rollout, domain migration, MEM deployment, Citrix VDI rollout, AV rollout, and posture‑check initiatives.
• Conduct inventory management, storage clean‑up, asset disposal, and secure data deletion.
• Execute user acceptance testing for new images and projects.
• Deliver global new‑hire IT orientation and remote training, including VIP support for a 75‑user team.
• Coordinate VPN client configuration and work with the Command Center for connectivity issues.
• Maintain end‑user documentation and ensure effective ticket and queue management.

Required profile

• Strong hardware troubleshooting skills for PCs and peripherals.
• Experience with OS patching, application updates, and Citrix VDI environments.
• Familiarity with Windows 11 rollout and domain migration processes.
• Excellent communication and documentation abilities.
• Ability to manage multiple priorities under pressure and provide VIP support.

Required skills

• OS patching
• Citrix VDI environments
• Windows 11 rollout
• Application updates
• Hardware troubleshooting for PCs and peripherals
• Microsoft Endpoint Manager (MEM)
• ITIL processes and best practices
• Security incident management
• Enterprise‑level device management
• Domain migration