Desktop Support Specialist

About the role

The Desktop Support Specialist provides end‑user computing services for a global organization based in Kuwait. The role involves handling hardware, software, and connectivity incidents while supporting large‑scale technology rollouts and VIP users.

Key responsibilities

• Perform IMAC (Install, Move, Add, Change) activities and manage the annual device refresh (~25%).
• Resolve break/fix incidents for PCs, peripherals, operating systems, applications, Citrix VDI, printers, and conference‑room technology.
• Provide on‑call Tier 1 and Tier 2 security incident support on a weekly rotation.
• Execute onboarding/off‑boarding tasks, IT requests, and global new‑hire orientation.
• Support major initiatives such as Windows 11 rollout, domain migration, MEM deployment, Citrix VDI rollout, AV rollout, posture‑check rollout, and hardware refresh.
• Conduct KTLO activities including inventory management, storage clean‑up, and asset disposal.
• Perform user acceptance testing for new images and projects, and manage OS/application patching and feature updates.
• Create and maintain end‑user instructions, technical documentation, and support town‑hall and customer‑engagement events.
• Provision and de‑provision licenses for Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, and Printer Logic.
• Provide VIP support for a designated customer team (~75 users) and coordinate with hardware vendors and the Command Center for VPN and data‑deletion tasks.

Required profile

• Strong knowledge of PC hardware troubleshooting and peripheral support.
• Experience with OS patching, application updates, and Citrix VDI environments.
• Familiarity with Windows 11 rollout, domain migration, and Microsoft Endpoint Manager (MEM).
• Excellent communication and documentation abilities.
• Ability to manage multiple priorities under pressure.
• Experience delivering VIP support and global end‑user training.

Required skills

• Hardware troubleshooting
• Operating system patching
• Application updates
• Citrix VDI
• Windows 11 deployment
• Domain migration
• Microsoft Endpoint Manager (MEM)
• VPN client configuration
• Ticket and queue management
• License provisioning (Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, Printer Logic)