Desktop Support Specialist

About the role

This Desktop Support position in Kuwait covers day-to-day end-user support, incident handling and on-call security ticketing, with a weekly rotation. It also includes onboarding and offboarding, device refresh and rollout support, and VIP support for a small group of customers.

Key responsibilities

• Perform IMAC (Install, Move, Add, Change) activities, including an annual device refresh of about 25%
• Handle break/fix incidents for hardware, OS, applications, Citrix VDI, printers, connectivity and conference room technology
• Provide on-call support for Tier 1 and Tier 2 security incident tickets on a weekly rotation
• Manage onboarding and offboarding, and handle miscellaneous IT requests
• Support rollouts such as Windows 11, domain migration, MEM, Citrix VDI, AV, posture checks and hardware refresh
• Run KTLO activities: inventory management, storage clean-up and asset disposal
• Conduct user acceptance testing for new images and projects, and manage OS and application patching and feature updates
• Deliver new-hire IT orientation and remote training, and create end-user instructions and technical documentation
• Provision and deprovision licenses for platforms such as Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia and Printer Logic
• Manage tickets and queues, provide VIP support for the Customer C and C+1 team (about 75 users), and interface with hardware vendors
• Configure and troubleshoot VPN clients, coordinate with the Command Center, and perform secure data deletion before disposal or reassignment

Required profile

• Strong knowledge of PC and peripheral hardware troubleshooting
• Experience with OS patching, application updates and Citrix VDI environments
• Familiarity with Windows 11 rollout and domain migration
• Excellent communication and documentation skills
• Ability to manage multiple priorities and work under pressure
• Experience with VIP support and global end-user training
• Preferred: bachelor's degree in Computer Science, Information Technology or a related field
• Preferred: IT certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate
• Preferred: experience with MEM, ITIL, security incident management and compliance, and prior global IT support experience