Desktop Management Specialist – End‑User Support

About the role

We are looking for a Desktop Management Specialist to provide first‑line IT support to principal employees and contractors. The role involves troubleshooting hardware and software issues, handling tickets, and ensuring smooth operation of Windows environments.

Key responsibilities

• Respond to user queries via phone, chat, email or on‑site and resolve IT incidents.
• Manage Office 365 accounts and services, including provisioning and troubleshooting.
• Use ticketing tools such as Jira and ServiceNow to log, track and close incidents.
• Install, configure and maintain Windows operating systems on laptops, desktops, virtual machines or CPCs.
• Monitor multiple system consoles, identify outages or failures, and take corrective actions.
• Provide voice‑based technical support to international users, often working in rotating shifts.

Required profile

• Associate’s or bachelor’s degree in Computer Science, Information Systems or a related field.
• Minimum 3 years of experience in end‑user support or help‑desk environments.
• Strong interpersonal and communication skills, with the ability to work effectively in a team.
• Ability to multitask, maintain accuracy and handle confidential information.

Required skills

• Office 365 administration
• Jira and ServiceNow ticketing tools
• Windows OS installation and troubleshooting
• Virtual machine management
• Laptop and network hardware support
• MS Office suite