What are the responsibilities and job description for the Desktop Systems Specialist position at The Mice Groups, Inc.?
Desktop Systems Technician / Contract, 1-year, extendable / Onsite, Tualatin, OR
Responsibilities:
- Performs Windows imaging using Client standard provisioning methods (Autopilot/Intune, Entra ID join, compliance policy application).
- Configures devices according to Client’s security requirements including BitLocker/full disk encryption, endpoint compliance validation, and baseline policy enforcement
- Troubleshoots imaging failures, driver issues, network related setup errors, and post image provisioning defects.
- Stages devices for user pickup or shipment by completing quality assurance checks, labeling, hardware inspections, peripheral matching, and accessory preparation.
- Validates device readiness by confirming compliance posture, device health, account authentication flow, and proper enrollment in Client management systems.
- Executes refresh workflow steps in accordance with standardized refresh processes and service readiness timelines.
- Collaborates closely with DSS Leads, Service Desk, GEM/Endpoint Engineering, ITAM/HAM, and Logistics teams to resolve technical blockers and fulfill refresh commitments.
- Escalates complex provisioning problems with detailed reproduction steps and diagnostic information.
- Maintains accurate provisioning records, device status updates, and compliance documentation within ServiceNow.
- Ensure all asset updates (assignment, location, classification, lifecycle status) are completed with 100% accuracy.
- Supports audit requirements by documenting provisioning steps, exceptions, and any deviations from standard process.
- Participates in process improvement activities, root cause reviews, and post project debriefs to refine imaging and provisioning methods
- Provides training, guidance, and mentorship to new provisioning technicians, promoting consistency, quality, and strong customer service culture within DSS.
Required Skills:
- Soft skills: Highly effective in handling high-pressure situations, building trust through clear communication, and delivering best-in-class professional support.
- Troubleshooting: Ability to diagnose and resolve hardware/software issues, including Windows 11 upgrades, imaging, standard break/fix issues, etc.
- Cross-Functional Collaboration: Ability to adapt quickly and assist across different functional areas of DSS when needed. (i.e., asset management team, new hire setup, etc.).
- Experience with Windows provisioning (Autopilot, Intune, Entra ID).
- Strong technical troubleshooting skills for hardware, imaging, and OS deployment issues.
- Familiarity with enterprise compliance controls (BitLocker, device health policies, corporate security baselines).
- Ability to maintain highly accurate records in ServiceNow or similar ITSM/ITAM systems.
- Excellent communication skills and ability to coordinate with both technical and non-technical stakeholders.
- Ability to lift, move, and stage hardware as part of daily provisioning workflow.
- Prior Desktop System Specialist or Service Desk experience.
- Experience supporting high-volume refresh or deployment projects.