Desktop Support Specialist

About the Role

This position involves supporting an enterprise-wide migration of approximately 800 desktops and laptops from Windows 10 to Windows 11. The specialist will lead workstation imaging, deployment, troubleshooting, and upgrades, while offering hands-on assistance to end users throughout the process. Working in a healthcare and behavioral health setting requires maintaining professionalism, confidentiality, and excellent service delivery to staff involved in patient care.

Key Responsibilities

• Conduct Windows 10 to Windows 11 upgrades on desktops and laptops.
• Image, configure, and deploy devices per company standards.
• Manage migration of user profiles, including OneDrive backup and data transfer, ensuring post-upgrade functionality.
• Install, set up, and verify critical applications, printers, security tools, and device settings.
• Troubleshoot any hardware, drivers, software, printers, and peripherals issues encountered during deployment.
• Check hardware compatibility and solve upgrade-related problems.
• Maintain detailed documentation of deployment tasks and keep project tracking current.
• Collaborate with IT teams and end users to coordinate deployment schedules while ensuring adherence to all security and compliance guidelines.

Required Qualifications

• Practical experience with enterprise-level Windows 10 to Windows 11 migration projects.
• Deep understanding of Windows desktop support, workstation imaging, OS deployment, and Microsoft 365 suites.
• Skilled in user profile migration processes including OneDrive backups and data transfers.
• Proficient in diagnosing and resolving printer, hardware, peripheral, and software problems.
• Capable of working independently in a dynamic deployment environment while delivering superior customer service.

Preferred Skills

• Experience supporting Windows 10 Enterprise LTSC editions.
• Knowledge of endpoint management and deployment tools such as ManageEngine Endpoint Central, Microsoft Intune, and SCCM.
• Expertise with ManageEngine Endpoint Central is highly advantageous.
• Formal technical training or related education is desirable, with equivalent work experience also considered.