Desktop Systems Specialist

Job Description

Thomson Reuters is seeking aDesktop Systems Specialistto provide responsive customer-focused technical support to colleagues across the AMERS region. Based in our Minnesota office you will be part of a global support organization that helps ensure employees have reliable secure and effective workplace technology.

The Desktop Systems Specialist will troubleshoot common end-user hardware software access and device issues. You will support Windows and macOS devices basic mobile-device needs collaboration tools and other standard workplace technology.

This is a hands-on support role for someone who enjoys solving problems helping customers and learning new technologies. You will resolve support tickets prepare and deploy equipment maintain accurate inventory records update support documentation and partner with other IT teams when an issue requires escalation.

Key Responsibilities

• Provide onsite and remote technical support for end-user hardware software access and connectivity issues.

• Monitor the Helpdesk or Service Center queue and respond to incidents and service requests within established service expectations.

• Troubleshoot Windows and macOS laptops desktops monitors docks printers peripherals and standard productivity applications.

• Configure deploy replace and recover end-user devices in accordance with established processes.

• Provide basic support for mobile devices including setup enrollment access and common troubleshooting.

• Assist with basic user-account access and device-management requests in Microsoft Entra ID Intune or similar enterprise tools.

• Support Microsoft 365 applications and collaboration tools including Outlook Teams OneDrive and related services.

• Maintain accurate hardware and software inventory records including equipment assignments returns and lifecycle updates.

• Provide basic onsite support for conference rooms meeting technology and audiovisual equipment.

• Escalate more complex technical issues to the appropriate infrastructure security network application or support teams.

• Participate in technology projects such as device refreshes equipment deployments office moves and software rollouts.

• Create and update knowledge-base articles support documentation and standard operating procedures.

• Identify recurring issues and share recommendations to improve support processes documentation or customer experience.

• Deliver professional empathetic and customer-focused support to colleagues with varying levels of technical experience.
  

Required Qualifications

• 2 years of experience in desktop support IT service desk field services technical support workplace technology or a related role.

• Experience supporting Windows and macOS devices in a business education or enterprise environment.

• Experience troubleshooting common end-user hardware software peripherals printers connectivity and productivity-application issues.

• Familiarity with ticketing systems and documenting technical issues troubleshooting steps and resolutions.

• Basic familiarity with Microsoft 365 applications including Outlook Teams OneDrive and SharePoint.

• Basic familiarity with user-account or device-management tools such as Microsoft Entra ID Azure Active Directory Microsoft Intune or similar platforms.

• Experience preparing configuring deploying or supporting laptops and other end-user equipment.

• Strong customer-service written communication and verbal communication skills.

• Strong problem-solving skills and the ability to follow established processes troubleshoot methodically and escalate issues when needed.

• Ability to manage multiple support requests and work effectively both independently and as part of a team.

• Ability to work from the Minnesota office and provide onsite support as required.
  

Preferred Qualifications

• Experience supporting iOS or Android devices in a business environment.

• Familiarity with mobile-device-management or endpoint-management tools such as Microsoft Intune.

• Experience supporting conference-room or video-conferencing technology including Microsoft Teams Rooms displays cameras microphones or related equipment.

• Experience with device imaging Windows Autopilot Apple device enrollment or comparable deployment processes.

• Familiarity with ServiceNow or another IT service-management platform.

• Basic knowledge of networking concepts such as Wi-Fi VPN and connectivity troubleshooting.

• Experience maintaining IT asset inventory or supporting hardware lifecycle processes.

• Experience creating or updating knowledge-base articles end-user guides or support documentation.

• Relevant entry-level certifications such as CompTIA A ITIL Foundation or Microsoft 365 Fundamentals are beneficial but not required.

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Whats in it For You

• Hybrid Work Model: Weve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities whether caring for family giving back to the community or finding time to refresh and reset. This builds upon our flexible work arrangements including work from anywhere for up to 8 weeks per year empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development we prepare our talent to tackle tomorrows challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow lead and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation two company-wide Mental Health Days off access to the Headspace app retirement savings tuition reimbursement employee incentive programs and resources for mental physical and financial wellbeing.
• Culture: Globally recognized award-winning reputation for inclusion and belonging flexibility work-life balance and more. We live by our values: Obsess over our Customers Compete to Win Challenge (Y)our Thinking Act Fast / Learn Fast and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental Social and Governance (ESG) initiatives.
• Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice truth and transparency. Together with the professionals and institutions we serve we help uphold the rule of law turn the wheels of commerce catch bad actors report the facts and provide trusted unbiased information to people all over the world.

In the United States Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health dental vision disability and life insurance programs as well as a competitive 401k plan with company addition Thomson Reuters offers market leading work life benefits with competitive vacation sick and safe paid time off paid holidays (including two company mental health days off) parental leave sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally Thomson Reuters offers the following additional benefits: optional hospital accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. For any eligible US locations unless otherwise noted the base compensation range for this role is $56700 USD - $105300 USD. Base pay is positioned within the range based on several factors including an individuals knowledge skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal tax accounting compliance government and media. Our products combine highly specialized software and insights to empower professionals with the data intelligence and solutions needed to make informed decisions and to help institutions in their pursuit of justice truth and transparency. Reuters part of Thomson Reuters is a world leading provider of trusted journalism and news.

We are powered by the talents of 26000 employees across more than 70 countries where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity accuracy fairness and transparency are under attack we consider it our duty to pursue them. Sound exciting Join us and help shape the industries that move society forward.

As a global business we rely on the unique backgrounds perspectives and experiences of all employees to deliver on our business goals. To ensure we can do that we seek talented qualified employees in all our operations around the world regardless of race color sex/gender including pregnancy gender identity and expression national origin religion sexual orientation disability age marital status citizen status veteran status or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

Thomson Reuters makes reasonable accommodations for applicants with disabilities including veterans with disabilities and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process you may contact our Human Resources Department at. Disability accommodations in the recruiting process may include things like a sign language interpreter making interview rooms accessible providing assistive technology or other relevant accommodations. Please note this email is not intended for general recruitment questions and we will promptly respond to inquiries regarding accommodations. More information on requesting an accommodation here.

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