IT Desktop Support Specialist

UnifyCX is looking for a skilled, proactive, and service-oriented IT Desktop Support Specialist to join our motivated and ambitious team! Be part of our growing organization and help ensure our employees have reliable, secure, and efficient technology to deliver exceptional customer experiences.

What Will You Do?

As an IT Desktop Support Specialist
, you will provide Level 1 and Level 2 technical support to employees across multiple office locations and remote work environments. You will troubleshoot hardware, software, operating systems, connectivity, and user access issues while ensuring employees receive timely and effective technical assistance. You will play a key role in maintaining our IT environment by managing user accounts, supporting endpoint devices, and ensuring compliance with corporate IT security standards.

Working with Microsoft Entra , Microsoft Intune, on-premises Active Directory, and Microsoft 365, you will help maintain secure, consistent, and reliable IT operations across geographically distributed sites. This role requires a hands-on technical professional who can independently diagnose and resolve technical issues, manage competing support requests, and collaborate with regional and global IT teams to minimize business disruption and maintain operational efficiency.

Key Responsibilities Desktop And End-User Technical Support

• Provide Level 1 and Level 2 technical support for desktops, laptops, peripherals, and enterprise applications.
• Troubleshoot Windows 10/11 operating systems, software installations, drivers, hardware issues, and workstation performance.
• Diagnose and resolve connectivity issues involving LAN, Wi-Fi, VPN, DNS, and DHCP.
• Install, configure, maintain, and troubleshoot desktops, laptops, monitors, headsets, and other IT equipment.
• Support Microsoft 365 applications, including Outlook, Teams, One Drive, and other Office applications.
• Resolve user authentication, application access, and workstation performance issues.
• Provide remote desktop assistance using approved enterprise remote support tools.

Microsoft Entra  Active Directory Administration

• Create, modify, disable, and manage user accounts in Microsoft Entra  on-premises Active Directory.
• Manage security groups, organizational units (OUs), and user permissions in accordance with established IT policies.
• Support employee onboarding and offboarding, password resets, and account lockout resolution.
• Troubleshoot authentication, account synchronization, and domain-related issues in hybrid identity environments.
• Assist with Group Policy Objects (GPOs), workstation security settings, and policy troubleshooting.
• Support Multi-Factor Authentication (MFA), Self-Service Password Reset (SSPR), and Microsoft 365 identity-related issues.

Microsoft Intune And Endpoint Management

• Enroll, configure, and manage Windows devices using Microsoft Intune.
• Deploy and troubleshoot applications, configuration profiles, and endpoint management policies.
• Monitor device compliance and resolve noncompliant endpoint issues.
• Support Windows Autopilot provisioning, device enrollment, Microsoft Entra Join, and Hybrid Join.
• Assist with Windows updates, patch deployment, and endpoint security baselines.
• Perform authorized remote device actions, including synchronization, restart, retirement, and wipe operations.
• Support Bit Locker encryption, recovery key management, and endpoint security configurations.
• Ensure corporate devices comply with organizational IT security standards.

Multi-Site And Remote IT Support

• Provide technical assistance to employees across multiple office locations, time zones, and approved remote work environments.
• Troubleshoot workstation, application, authentication, and network connectivity issues without requiring physical access.
• Coordinate with on-site personnel when hardware replacement or physical intervention is necessary.
• Collaborate with regional and global IT teams to resolve incidents affecting multiple locations.
• Monitor and manage support tickets, ensuring timely resolution in accordance with established service-level agreements (SLAs).
• Support remote employees working from home or other approved locations.
• Escalate complex infrastructure, networking, and security issues to the appropriate technical teams.
• Maintain consistent IT configurations and support standards across all assigned locations.

IT Security And Compliance

• Follow corporate IT security policies, endpoint protection requirements, and established IT procedures.
• Assist in maintaining antivirus,…