Desktop Support Specialist

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 Role

Summary:

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.

Essential Responsibilities:

• 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 elevate 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 the appropriate IT teams.

• This is a hybrid position requiring on‑site work three days per week.

Qualifications:

• 2–5 years of experience in Helpdesk, Service Desk, or a similar IT support role.
• Associate degree or higher in Information Technology, Computer Science, or a related field preferred; relevant hands‑on experience may be considered in lieu of a degree.
• Strong hands‑on knowledge of MAC and Windows‑based PCs, laptops,…