Desktop Support Specialist

Description

At Geneo United, we are transforming the professional aesthetics market with non-invasive technologies that regenerate skin from within—delivering real results without downtime. Rooted in the medical-grade innovation of Lumenis® and Pollogen®, Geneo was built for the modern aesthetics practice—merging science, artistry, and proven technology to elevate the treatment experience. Our flagship treatment,

At Geneo United, we are transforming the professional aesthetics market with non-invasive technologies that regenerate skin from within—delivering real results without downtime. Rooted in the medical-grade innovation of Lumenis® and Pollogen®, Geneo was built for the modern aesthetics practice—merging science, artistry, and proven technology to elevate the treatment experience. Our flagship treatment,
Glo2

Facial™ is a breakthrough in facial aesthetics that integrates RF Pro for dermal-level collagen stimulation,
Oxfoliation™ to trigger natural oxygenation and renewal, and advanced ultrasound infusion of clean, EU-certified ingredients—all paired with a hands‑free massage experience that supports circulation and lymphatic drainage. Geneo’s mission is to help aesthetic providers meet the growing demand for regenerative, skin-health-forward treatments that go beyond surface-level results. As the industry moves toward more natural, long-term outcomes, we’re leading the way with technologies that restore, rebuild, and reveal confident, healthy‑looking skin—through every stage of life.

The Desktop Support Specialist serves as a key IT resource for the U.S. organization, providing responsive, hands‑on technical support to employees. This role troubleshoots and resolves end‑user hardware, software, access, connectivity, and application‑related issues; supports employee onboarding and offboarding; and provides Level 1 support for key business applications.

Success in this position requires a strong customer‑service mindset, effective technical troubleshooting skills, and the ability to take ownership of issues through resolution while coordinating with global IT teams and external vendors as needed.

• Provide responsive Level 1 (L1) IT support to employees through phone, remote‑access tools, the ticketing system, and onsite assistance.
• Own support requests from initial contact through resolution, including timely follow‑up and escalation to Corporate IT teams or external vendors when appropriate.
• Diagnose and resolve issues involving Windows and Mac computers, operating systems, software, hardware, printers, peripherals, and mobile devices.
• Perform initial troubleshooting for network and infrastructure issues, including Wi‑Fi, LAN, VPN, connectivity, and system access, escalating complex matters as needed.
• Provide Level 1 support for Microsoft 365 and key business applications, including SAP, Salesforce, Service Max, Enovia, and other corporate systems.
• Respond to potential security incidents, including phishing attempts, suspicious activity, compromised accounts, and endpoint security alerts, and promptly escalation them in accordance with Corporate Security procedures.
• Administer user accounts, system access, permissions, and authentication, including IT‑related onboarding and offboarding activities.
• Install, configure, maintain, upgrade, and replace computers, software, hardware, and other IT equipment.
• Provide technical support for printers, meeting‑room technology, and enterprise video‑conferencing systems.
• Accurately document, prioritize, track, and update incidents and service requests within the IT ticketing system.
• Proactively identify recurring or emerging technical issues, conduct initial investigations, and coordinate solutions with…