Desktop Support Engineer – Global IT Support

About the role

We are looking for an experienced Desktop Support Engineer to deliver end‑to‑end IT support for our worldwide workforce. You will handle day‑to‑day technical issues, onboarding and off‑boarding processes, and large‑scale rollouts while providing VIP assistance to key business units.

Key responsibilities

• Perform IMAC activities and manage the annual device refresh (~25%).
• Resolve hardware, OS, application, Citrix VDI, printer, connectivity, and conference‑room incidents.
• Participate in on‑call rotation for Tier 1 and Tier 2 security tickets.
• Execute onboarding/off‑boarding tasks and respond to miscellaneous IT requests.
• Support Windows 11 rollout, domain migration, MEM deployment, Citrix VDI, AV, and posture‑check projects.
• Conduct inventory management, storage clean‑up, asset disposal, and secure data deletion.
• Perform user acceptance testing for new images and projects.
• Manage OS and application patching, feature updates, and license provisioning (Adobe CC, Visual Studio/MSDN, SnagIt, Camtasia, Printer Logic).
• Provide global new‑hire orientation, remote training, and VIP support for ~75 users.
• Coordinate with hardware vendors and the Command Center for VPN configuration and issue resolution.

Required profile

• Strong background in PC hardware and peripheral troubleshooting.
• Experience with Windows operating systems, especially Windows 11, and domain migrations.
• Hands‑on experience with Citrix VDI environments and Microsoft Endpoint Manager (MEM).
• Proven ability to manage multiple priorities in a fast‑paced, global environment.
• Excellent communication and documentation skills.
• Bachelor’s degree in Computer Science, IT or related field (preferred) and relevant certifications such as CompTIA A+ or Microsoft Modern Desktop Administrator.

Required skills

• PC hardware and peripheral troubleshooting
• Windows OS patching and feature updates
• Citrix Virtual Desktop Infrastructure
• Windows 11 deployment
• Domain migration
• Microsoft Endpoint Manager (MEM)
• VPN client configuration
• Ticketing and queue management
• License provisioning for Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, Printer Logic
• Inventory management and asset disposal