Desktop Support Specialist

Join us at Entrust

At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.

Headquartered in Minnesota, Entrust is an industry leader in identity‑centric security solutions, serving over 150 countries with cutting‑edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future.

While mainly located from our London office on a hybrid basis, there may be a need to travel to other sites located in the UK.

The Desktop Support Specialist is a standard level support role, with a heavy emphasis on macOS knowledge. They will identify and correct a variety of hardware and software problems through discussions with end users, application developers, network administrators, or software systems engineering. Resolution is expected to be timely and have as minimal impact to the end user as possible. The resolution should also include preventative measures to reduce reoccurrence.

The primary job functions of this role are desktop support (hardware and software) and end user assistance (local and remote). The Desktop Support Specialist will perform the accountabilities detailed below and other duties as assigned.

• Respond quickly and professionally to colleague issues. Troubleshoot and correct software and hardware problems.
• Own issue resolution from start to finish by monitoring unresolved issues and requests to ensure prompt resolution within our defined SLAs.
• Communicate clearly with each customer to ensure their understanding of next steps and likely resolution time frames.
• Ensure that every customer is highly satisfied with the support received.
• Replace company issued PCs and Macs based on a provided schedule.
• Document common FAQ or known solutions in Knowledge Base to allow colleagues to self‑help themselves.
• This role will have additional admin access to assist in resolving colleague’s issues.
• Onboarding/Offboarding of end users
• Support/Partnership with our offshore team.

• Resolve computer hardware and software related issues through in‑depth troubleshooting and technical assistance.
• Troubleshoot and resolve problems with typical desktop applications such as Microsoft O365, Windows 11, VPN and account lockouts.
• Troubleshoot remote access issues.

• Install and configure hardware and software for end users ensuring compatibility with existing equipment and applications.
• Help drive adoption of new security policies.
• Roll out new applications & operating system versions. Upgrade hardware/software that supports our Modern Device Management strategy.
• Work with vendors to ensure equipment and applications are repaired and upgraded.
• Install/configure local and network printers.
• Accurately maintain Asset databases used for managing hardware, software, and support.
• Assist with management, maintenance, and final disposal of equipment.
• While mainly located in our London office, there may be a need to travel to other sites located in the UK.

• 3‑5 years of experience in Desktop Support or Customer Service roles.
• 3‑5 years of experience supporting the following in a network environment: macOS, MS Windows, Active Directory, MS Office.
• 2‑3 years of experience in imaging, software packaging, deployment and patching using JAMF, SCCM or InTune/Auto Pilot.
• Ability to assist users with advanced hardware and software problems (i.e., Office 365, Client Applications, Browsers, VPN, etc.) and product configurations within desktop PCs, laptops, and peripherals.
• The ability to multitask and to work well within a team environment while always keeping the customers’ needs as a priority.
• Excellent customer service skills.
• JAMF certifications are a plus.

• Superior customer service skills
• Experience in migrating PCs and applications in Windows 11 or macOS.
• Experience doing…