Desktop Support Specialist
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Key skills for this role
About the Role
Sharp Brains is seeking a Desktop Support Specialist to provide end-to-end technical support for desktop and laptop systems in Abu Dhabi. The role involves troubleshooting hardware, software, and connectivity issues, managing IMAC activities, and using tools like SCCM, Intune, and ServiceNow.
Key Skills for This Role
Responsibilities
- Provide end to end technical support for desktop and laptop systems
- Handle IMAC activities and break/fix tasks for end user devices
- Manage the full lifecycle of desktop devices including configuration, patching, and OS imaging
- Deliver support using SCCM, Intune, and ServiceNow for asset tracking and ticket resolution
- Administer software installations, updates, and security patching
- Provide remote and deskside support using EUC tools and applications like MS Office and VPN
- Ensure compliance with security protocols and antivirus monitoring
- Offer VIP support and act as primary onsite contact during escalations
- Support printers, scanners, and peripheral devices
- Assist with Active Directory tasks and user account management
- Maintain documentation of incident resolution and hardware inventory
- Follow ITIL practices for incident, problem, and service request management
Requirements
- Experience in desktop support and troubleshooting hardware, software, and connectivity issues
- Familiarity with SCCM, Intune, and ServiceNow
- Knowledge of Windows OS environments and Active Directory
- Experience with ITIL practices for incident and service request management
Full Job Posting
Key Responsibilities
- Provided end to end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.
- Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end user devices.
- Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor based hardware replacements.
- Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
- Administered approved software installations, updates, and security patching in coordination with IT policies.
- Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.
- Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
- Offered VIP support and acted as the primary onsite contact during critical escalations or outages.
- Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
- Assisted with Active Directory tasks, basic user account management, and smart hands support.
- Maintained documentation of incident resolution, hardware inventory, and technical guides for internal reference.
- Demonstrated familiarity with Windows OS environments, mobile device support, and basic MAC device handling.
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