Desktop Support Specialist

We are seeking a proactive End User Support Specialist in San Antonio for a 12-month hybrid contract that prioritizes automation and a "self-help" mindset over simple ticket completion. The ideal candidate will leverage tools like Intune and Autopilot to not only resolve technical issues but to actively document and elevate the overall user experience for the entire team. If you are a self-motivated collaborator with a passion for hardware refreshes and process improvement, this role offers the opportunity to contribute to high-impact projects in a forward-thinking environment.

Location:

San Antonio, Texas

Job type:
Contract

Salary: $20 - 24 per hour

Work hours:

8am to 5pm

Education:

Bachelors

• Comprehensive Technical Support: Provide high-quality Tier 1-2 support for a diverse fleet of Windows, macOS, and Android devices, resolving complex hardware, software, peripheral, and connectivity issues.
• Incident & Service Management: Manage the end-to-one lifecycle of service requests within Service Now
  , adhering to ITIL best practices to ensure timely resolution and high user satisfaction.
• Endpoint & Identity Management: Execute device provisioning and endpoint management using Intune and Autopilot
  , while maintaining secure access control through Active Directory
  .
• Security & Network Vigilance: Uphold organizational security posture by managing MFA and identity access, following cybersecurity best practices, and collaborating with the Info Sec team on threat mitigation.
• Infrastructure & Lifecycle Support: Contribute to the management of IT assets and the change management process, ensuring all hardware and software updates are documented and seamless.
• Process Improvement & Automation: Identify opportunities to enhance workflows through light scripting or automation tools
  , moving beyond manual tasks to create more efficient team processes.
• Project Participation: Play an active role in strategic IT initiatives, including hardware refreshes, software rollouts, and the implementation of new internal processes.
• Knowledge Leadership: Champion a culture of transparency by maintaining meticulous documentation and contributing regularly to the internal Knowledge Base to empower both teammates and users.
• User Experience Advocacy: Act as a "servant-leader" in technical support, focusing not just on closing tickets but on elevating the overall technology experience for every employee.
• Collaborative Problem Solving: Bring a curious, self-motivated, and "team-first" attitude to the IT department, proactively speaking up with ideas to improve service delivery and team cohesion.

• Solid Tier 1-2 support experience across Windows, Mac, and Android - including troubleshooting hardware/software, peripherals, basic networking, and connectivity issues.
• Hands-on experience with ITSM tools like Service Now, with an understanding of ITIL, incident management, and a track record of clear documentation or knowledge base contributions.
• Experience with Intune, Autopilot, and Active Directory is a huge plus - especially for those who've handled device provisioning, endpoint management, or access control.
• Some familiarity with networking and cyber security best practices is highly valuable given the environment - things like MFA, identity access, or working closely with Info Sec teams.
• Even better if they've touched change management, asset management, automation tools, or done any light programming or scripting to improve workflows.
• Basic database administration skills and experience to include SQL, BI, etc.

• Active Directory
• Android
• macOS
• Info Sec
• Autopilot
• Identity Management
• Intune
• Windows
• Service Now
• meticulous
• speaking
• curious
• Leadership
• self-motivated
• proactively
• Collaborative Problem Solving
• automation…