Desktop Support Specialist

About the role

We are looking for an experienced Desktop Support Specialist to deliver end‑user IT services for a global workforce. The role covers day‑to‑day technical support, onboarding and off‑boarding processes, large‑scale rollouts and dedicated VIP assistance.

Key responsibilities

• Perform IMAC activities and manage the annual device refresh (~25%).
• Resolve hardware, OS, application, Citrix VDI, printer, connectivity and conference‑room incidents.
• Provide on‑call Tier 1 and Tier 2 security incident support on a weekly rotation.
• Handle onboarding/off‑boarding tasks, IT requests and global new‑hire orientation.
• Lead rollouts such as Windows 11, domain migration, MEM, Citrix VDI, AV and posture checks.
• Maintain inventory, perform storage clean‑up and oversee asset disposal.
• Conduct user‑acceptance testing, manage OS/application patching and feature updates.
• Create and update end‑user guides, technical documentation and licensing procedures.
• Support company‑wide events, town halls and VIP users (≈75 users).
• Coordinate with hardware vendors and configure VPN clients in partnership with the Command Center.

Required profile

• Strong background in PC hardware troubleshooting and peripheral support.
• Experience with Windows operating systems, OS patching and application updates.
• Familiarity with Citrix VDI environments and large‑scale Windows 11 rollouts.
• Ability to manage multiple priorities, work under pressure and deliver high‑quality documentation.
• Excellent communication skills for global end‑user training and VIP support.

Required skills

• PC hardware and peripheral troubleshooting
• Windows OS (including Windows 11) and patch management
• Citrix VDI administration
• Microsoft Endpoint Manager (MEM) deployment
• VPN client configuration
• ITIL incident and change management processes
• Hardware inventory management and asset disposal
• License provisioning for Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, Printer Logic