Desktop Systems Specialist

Responsibilities

• Performs Windows imaging using Client standard provisioning methods (Autopilot/Intune, Entra , compliance policy application).
• Configures devices according to Client’s security requirements including Bit Locker/full disk encryption, endpoint compliance validation, and baseline policy enforcement
• Troubleshoots imaging failures, driver issues, network related setup errors, and post image provisioning defects.
• Stages devices for user pickup or shipment by completing quality assurance checks, labeling, hardware inspections, peripheral matching, and accessory preparation.
• Validates device readiness by confirming compliance posture, device health, account authentication flow, and proper enrollment in Client management systems.
• Executes refresh workflow steps in accordance with standardized refresh processes and service readiness timelines.
• Collaborates closely with DSS Leads, Service Desk, GEM/Endpoint Engineering, ITAM/HAM, and Logistics teams to resolve technical blockers and fulfill refresh commitments.
• Escalates complex provisioning problems with detailed reproduction steps and diagnostic information.
• Maintains accurate provisioning records, device status updates, and compliance documentation within Service Now.
• Ensure all asset updates (assignment, location, classification, lifecycle status) are completed with 100% accuracy.
• Supports audit requirements by documenting provisioning steps, exceptions, and any deviations from standard process.
• Participates in process improvement activities, root cause reviews, and post project debriefs to refine imaging and provisioning methods
• Provides training, guidance, and mentorship to new provisioning technicians, promoting consistency, quality, and strong customer service culture within DSS.

• Soft skills:
  
  Highly effective in handling high-pressure situations, building trust through clear communication, and delivering best-in‑class professional support.
• Troubleshooting:
  Ability to diagnose and resolve hardware/software issues, including Windows 11 upgrades, imaging, standard break/fix issues, etc.
• Cross-Functional Collaboration:
  
  Ability to adapt quickly and assist across different functional areas of DSS when needed. (i.e., asset management team, new hire setup, etc.).
• Experience with Windows provisioning (Autopilot, Intune, Entra ).
• Strong technical troubleshooting skills for hardware, imaging, and OS deployment issues.
• Familiarity with enterprise compliance controls (Bit Locker, device health policies, corporate security baselines).
• Ability to maintain highly accurate records in Service Now or similar ITSM/ITAM systems.
• Excellent communication skills and ability to coordinate with both technical and non-technical stakeholders.
• Ability to lift, move, and stage hardware as part of daily provisioning workflow.
• Prior Desktop System Specialist or Service Desk experience.
• Experience supporting high-volume refresh or deployment projects.