Desktop Support SME

We are seeking an experienced Desktop Support SME (Subject Matter Expert) to provide advanced technical support and serve as the escalation point for desktop laptop mobile device and end-user computing issues. The ideal candidate will have strong expertise in Windows environments Microsoft 365 Active Directory endpoint management tools and IT support best practices.

• Provide Level 2/Level 3 support for desktop laptop and peripheral-related issues.
• Act as the Subject Matter Expert (SME) for end-user computing technologies.
• Troubleshoot and resolve hardware software operating system and network connectivity issues.
• Manage and support Windows 10/11 environments.
• Administer and support Microsoft 365 applications including Outlook Teams and OneDrive.
• Manage user accounts permissions and group policies through Active Directory.
• Support endpoint management solutions such as Intune SCCM/MECM and Microsoft Autopilot.
• Perform system imaging software deployment patch management and device provisioning.
• Coordinate with infrastructure networking and security teams to resolve complex technical issues.
• Document support procedures knowledge base articles and technical solutions.
• Provide guidance and mentorship to junior desktop support team members.
• Ensure compliance with IT policies security standards and service level agreements (SLAs).

• Bachelors degree in Information Technology Computer Science or a related field (or equivalent experience).
• 5 years of experience in Desktop Support End User Computing (EUC) or IT Support roles.
• Strong knowledge of Windows 10/11 operating systems.
• Experience with Microsoft 365 Active Directory Azure AD/Entra ID.
• Hands-on experience with Intune SCCM/MECM and endpoint management tools.
• Knowledge of hardware troubleshooting software installation and system configuration.
• Understanding of networking fundamentals VPNs printers and remote support tools.
• Excellent problem-solving communication and customer service skills.

• Microsoft certifications (MD-102 MS-102 Azure Fundamentals etc.).
• Experience supporting enterprise environments.
• Familiarity with ITIL processes and service management tools such as ServiceNow.
• Experience with automation and scripting using PowerShell.