IT Support Technician AMER Desktop Operations

Job Description

The IT Desktop Support Engineer provides high-quality onsite and remote technical support for end users across Windows and Apple environments. The role is responsible for diagnosing and resolving complex desktop issues, supporting hardware and software lifecycle activities, and ensuring a consistent, reliable end-user computing experience in a global, collaborative enterprise environment.

• Perform onsite and remote analysis, diagnosis, and resolution of complex desktop and endpoint issues for end users.
• Install, configure, test, maintain, monitor, and troubleshoot end‑user workstations, peripherals, and related software.
• Maintain conference room readiness, ensuring AV and video conferencing systems are functional and supporting users during meetings.
• Troubleshoot technical issues and coordinate with IT/facilities to keep meeting spaces reliable and up to standard.
• Assess workstation performance and implement hardware upgrades (e.g., memory, storage) as required.
• Collaborate closely with Network technicians, Server administrators, and other IT teams to ensure efficient operation of the desktop computing environment.
• Receive and respond to support requests via walk-ins, phone, chat, email, and service desk tickets.
• Work assigned incidents, requests, and IMAC (Install, Move, Add, Change) tasks through the service desk.
• Support new hire onboarding and equipment provisioning requests submitted through the service desk.
• Deploy and manage software using Microsoft Intune and JAMF Self Service.
• Support Microsoft Autopilot, White Glove deployments, and modern device provisioning workflows.
• Provide remote support using approved remote access tools.
• Assist in creating, maintaining, and enforcing desktop support procedures, documentation, and operational metrics.
• Accurately document hardware and software installations, failures, repairs, and removals.
• Interface with third-party vendors and support partners for escalations, repairs, and equipment procurement.
• Support and assist with corporate meetings and townhalls, ensuring end‑user technology readiness.

• 2+ years of IT Desktop Support experience.
• Bachelor's or Associate's Degree in IT, Computer Science, or a related field.
• Experience with remote access, computer support, Apple macOS, Windows, Active Directory, Microsoft Azure and Intune, video conferencing support, Jamf Pro, IT troubleshooting, and Service Now.
• Preferred certifications:
  Microsoft Certified Desktop Support Technician – Microsoft and/or CompTIA A+ Certification.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.