IT Desktop Support Specialist

UnifyCX is looking for a skilled, proactive, and service-oriented IT Desktop Support Specialist to join our motivated and ambitious team! Be part of our growing organization and help ensure our employees have reliable, secure, and efficient technology to deliver exceptional customer experiences.

What Will You Do?

As an IT Desktop Support Specialist, you will provide Level 1 and Level 2 technical support to employees across multiple office locations and remote work environments. You will troubleshoot hardware, software, operating systems, connectivity, and user access issues while ensuring employees receive timely and effective technical assistance.

You will play a key role in maintaining our IT environment by managing user accounts, supporting endpoint devices, and ensuring compliance with corporate IT security standards. Working with Microsoft Entra ID, Microsoft Intune, on-premises Active Directory, and Microsoft 365, you will help maintain secure, consistent, and reliable IT operations across geographically distributed sites.

This role requires a hands-on technical professional who can independently diagnose and resolve technical issues, manage competing support requests, and collaborate with regional and global IT teams to minimize business disruption and maintain operational efficiency.

Key Responsibilities

Desktop and End-User Technical Support

• Provide Level 1 and Level 2 technical support for desktops, laptops, peripherals, and enterprise applications.
• Troubleshoot Windows 10/11 operating systems, software installations, drivers, hardware issues, and workstation performance.
• Diagnose and resolve connectivity issues involving LAN, Wi-Fi, VPN, DNS, and DHCP.
• Install, configure, maintain, and troubleshoot desktops, laptops, monitors, headsets, and other IT equipment.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and other Office applications.
• Resolve user authentication, application access, and workstation performance issues.
• Provide remote desktop assistance using approved enterprise remote support tools.

Microsoft Entra ID and Active Directory Administration

• Create, modify, disable, and manage user accounts in Microsoft Entra ID and on-premises Active Directory.
• Manage security groups, organizational units (OUs), and user permissions in accordance with established IT policies.
• Support employee onboarding and offboarding, password resets, and account lockout resolution.
• Troubleshoot authentication, account synchronization, and domain-related issues in hybrid identity environments.
• Assist with Group Policy Objects (GPOs), workstation security settings, and policy troubleshooting.
• Support Multi-Factor Authentication (MFA), Self-Service Password Reset (SSPR), and Microsoft 365 identity-related issues.

Microsoft Intune and Endpoint Management

• Enroll, configure, and manage Windows devices using Microsoft Intune.
• Deploy and troubleshoot applications, configuration profiles, and endpoint management policies.
• Monitor device compliance and resolve noncompliant endpoint issues.
• Support Windows Autopilot provisioning, device enrollment, Microsoft Entra Join, and Hybrid Join.
• Assist with Windows updates, patch deployment, and endpoint security baselines.
• Perform authorized remote device actions, including synchronization, restart, retirement, and wipe operations.
• Support BitLocker encryption, recovery key management, and endpoint security configurations.
• Ensure corporate devices comply with organizational IT security standards.

Multi-Site and Remote IT Support

• Provide technical assistance to employees across multiple office locations, time zones, and approved remote work environments.
• Troubleshoot workstation, application, authentication, and network connectivity issues without requiring physical access.
• Coordinate with on-site personnel when hardware replacement or physical intervention is necessary.
• Collaborate with regional and global IT teams to resolve incidents affecting multiple locations.
• Monitor and manage support tickets, ensuring timely resolution in accordance with established service-level agreements (SLAs).
• Support remote employees working from home or other approved locations.
• Escalate complex infrastructure, networking, and security issues to the appropriate technical teams.
• Maintain consistent IT configurations and support standards across all assigned locations.

IT Security and Compliance

• Follow corporate IT security policies, endpoint protection requirements, and established IT procedures.
• Assist in maintaining antivirus, endpoint detection and response (EDR), and device compliance standards.
• Support MFA enforcement, password policies, access controls, and endpoint security configurations.
• Identify and report potential security vulnerabilities, suspicious activity, and unauthorized software.
• Assist with security patching, endpoint hardening, and remediation activities.
• Protect sensitive corporate information and ensure compliance with company security requirements.
• Follow change management procedures when implementing changes that may affect production systems.

IT Asset Management and Documentation

• Maintain accurate inventory records of desktops, laptops, peripherals, and assigned IT equipment.
• Track equipment assignments, replacements, returns, and decommissioning.
• Document incidents, troubleshooting steps, resolutions, and recurring issues in the IT ticketing system.
• Develop and maintain technical documentation and knowledge base articles.
• Prepare, deploy, and recover equipment to support employee onboarding and offboarding.
• Coordinate with vendors regarding hardware repairs, warranties, and equipment replacements.

Who You Are

You are a technically capable, customer-focused professional who enjoys solving problems and helping employees make the most of their technology. You can independently investigate technical issues, identify root causes, and implement effective solutions while knowing when to escalate more complex incidents.

You are comfortable supporting users across multiple locations, managing competing priorities, and working with enterprise IT systems. You take ownership of assigned tickets, communicate clearly with technical and nontechnical stakeholders, and understand the importance of security, documentation, and consistent service delivery.

To be considered, candidates are expected to have the following:

Required Qualifications

• Minimum of 2–3 years of experience in IT Desktop Support, Help Desk, or IT Technical Support.
• Hands-on experience with Microsoft Entra ID, Microsoft Intune, and on-premises Active Directory.
• Strong knowledge of Windows 10/11 operating systems and troubleshooting.
• Experience providing remote technical support to users across multiple locations.
• Working knowledge of Microsoft 365 administration and troubleshooting.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Familiarity with Group Policy, endpoint security, and Windows device management.
• Experience using remote support tools and IT ticketing systems.
• Ability to independently diagnose technical issues and follow established escalation procedures.
• Strong organizational, communication, analytical, and customer service skills.
• Ability to manage multiple tasks and prioritize incidents based on urgency and business impact.

Preferred Qualifications

• Experience supporting multi-site, enterprise, or BPO/contact center environments.
• Experience working with hybrid Active Directory and Microsoft Entra ID infrastructures.
• Familiarity with Microsoft Defender for Endpoint, Microsoft 365 security, or other EDR solutions.
• Basic PowerShell scripting knowledge for Windows administration and troubleshooting.
• Experience with enterprise VPN clients, remote access solutions, and network troubleshooting.
• Familiarity with ITIL incident management and change management practices.
• Knowledge of Microsoft Autopilot and automated endpoint provisioning.
• Relevant certifications, such as Microsoft 365 Certified: Endpoint Administrator Associate (MD-102), Microsoft Certified: Identity and Access Administrator Associate (SC-300), CompTIA A+, or CompTIA Network+.
• Ability to communicate in both English and Spanish is an advantage.

What Success Looks Like

The IT Desktop Support Specialist provides reliable, responsive, and effective technical support, resolving Level 1 and Level 2 incidents within established service-level agreements and minimizing disruption to business operations.

Employees across supported locations receive consistent technical assistance, while user accounts and endpoint devices remain properly configured, secure, and compliant with corporate IT standards. IT assets are accurately tracked, support tickets are thoroughly documented, and onboarding and offboarding activities are completed efficiently.

Through independent troubleshooting, clear communication, and collaboration with regional and global IT teams, the IT Desktop Support Specialist contributes to improved support processes, stronger endpoint security, and a dependable technology environment that enables UnifyCX teams to perform at their best.

Who We Are

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.