Desktop Systems Specialist 1

End-User Support & Incident Resolution

• Serve as a primary escalation point for Level 2/3 desktop support, delivering in-person, remote, and hybrid support to global end-users.
• Diagnose, troubleshoot, and resolve advanced workstation, application, network, and peripheral issues across Windows and modern endpoint environments.
• Support collaboration technologies including Microsoft Teams Rooms, Zoom Rooms, MFDs, and conferencing AV hardware.
• Provide prompt response to incidents and requests via phone, email, ticketing system, and chat., * Deploy, configure, and manage devices using enterprise endpoint-management platforms (e.g., Intune, Autopilot, SCCM/MECM, MDM/MAM).
• Create, maintain, and optimize device configuration profiles, security baselines, compliance policies, and automated deployments (nice to have).
• Package and update applications using modern software-distribution tools(nice to have)., * Perform installation, configuration, testing, and maintenance of PCs, laptops, mobile devices, docking stations, and peripherals.
• Handle break/fix diagnostics and repairs; coordinate vendor warranty services.
• Maintain accurate inventory of assets, replacements, refresh cycles, and hardware disposition (consistent with internal expectations for inventory management)., * Identify, recommend, and implement workstation upgrades (memory, SSD, NIC, peripherals).
• Monitor and benchmark device performance; analyze trends and proactively address degradation or recurring issues.
• Maintain operating system images, drivers, and firmware levels aligned with security and compliance standards.

Security & Compliance

• Support endpoint security tools including anti-malware, EDR/XDR agents, BitLocker encryption, MFA, conditional access, secure configuration baselines, and identity lifecycle workflows.
• Ensure compliance with corporate IT security and privacy policies.
• Assist with incident response, investigation, and remediation activities when applicable., * Work closely with Network, Systems, Security, and Applications teams to troubleshoot cross-functional issues.
• Support server rooms, on-site network equipment, and conferencing infrastructure when needed.
• Participate in IT projects, rollouts, office expansions, mergers, and technology refresh initiatives.

Knowledgebase, Documentation & Reporting

• Create and maintain user-friendly documentation, SOPs, and knowledgebase articles.
• Provide reporting on ticket metrics, asset lifecycle, performance issues, and improvement opportunities.
• Accurately document hardware failures, repairs, installations, and inventory transactions.

Do you have experience in System architecture?, * College diploma or university degree in Computer Science, Information Technology, or equivalent experience.

• Strong knowledge of PC hardware architecture, systems troubleshooting, and modern operating systems (Windows 10/11, macOS optional).
• Hands-on experience with endpoint management tools (Intune, MECM/SCCM, Jamf, or similar).
• Skilled in Office 365 administration and troubleshooting (Teams, OneDrive, Outlook, MFA, identity/AD/Azure AD).
• Basic understanding of networking fundamentals (LAN/WAN, TCP/IP, DNS, DHCP, VPN).
• Strong analytical and problem-solving skills with attention to detail.
• Excellent interpersonal, communication, and customer-service skills.
• Preferred
• Experience supporting Microsoft Teams Rooms or conference-room AV systems.
• Experience with automation/scripting (PowerShell, Bash, or Python).
• Familiarity with Zero Trust, conditional access, and modern security posture tools.
• Experience in large, distributed or global enterprise environments.
• Soft skills
• Strong customer-service orientation with ability to support users of varying technical levels.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Collaborative mindset with proven experience working cross-functionally.
• Self-motivated, proactive, and able to work with minimal supervision.

Pulled from the full job description

• Employee stock purchase plan
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Disability insurance, At Onto Innovation, we believe your work should matter-and so should your well-being. That's why we offer competitive salaries and a comprehensive benefits package designed to support you and your family. From health, dental, and vision coverage to life and disability insurance, PTO, and a 401(k) with employer match, we've got you covered. You'll also enjoy access to our Employee Stock Purchase Program (ESPP), wellness initiatives, and cutting-edge tools-all within a collaborative, inclusive culture where your contributions are valued and recognized.