Job Description:
Our large enterprise is seeking a highly skilled Workplace Management Specialist to oversee the full lifecycle of our desktop infrastructure, including both hardware and software platforms. This role is critical to ensuring our employees have reliable, secure, and efficient workstations. The successful candidate will be responsible for setup, maintenance, and configuration of desktop systems, supporting thousands of users across multiple locations.
Accountabilities and Key Roles:
Management
- Collaboration with IT support teams and vendors
- Assisting with IT budgeting and procurement for workplace technology
- Coordinating cross-team support for complex workplace issues
- Asset inventory and documentation
Operations
- User onboarding and offboarding processes
- Responding to and resolving user incidents and requests
- Participating in disaster recovery and business continuity planning
- Analyzing user feedback to drive continuous improvement
- Organizing and managing helpdesk and support operations
- Setting up multi-tiered support structures (Level 1, Level 2, Level 3)
- Designing workflows for ticket escalation and resolution
- Developing and maintaining helpdesk documentation and user guides
- Monitoring helpdesk performance metrics and service SLAs
- Proactive monitoring and performance optimization
- Supporting remote and hybrid work environments
Security
- Ensuring compliance with enterprise security policies
- Managing device encryption and data loss prevention tools
- System patching and security updates
Software
- Operating system deployment and upgrades
- End-to-end management of desktop hardware and software lifecycle
- Implementing self-service support portals and automated solutions
- Overseeing license compliance and software asset management
- Designing and implementing standard desktop images
Hardware
- Installation, configuration, and troubleshooting of desktops, laptops, and peripherals
- Coordinating hardware refresh cycles and device retirement
Experience:
- +4 years of experience in a related field.
Education:
- Bachelor’s degree in IT, Computer Science, Computer Information Systems, or related field.
Competencies:
- Experience working in large-scale enterprise environments
- Proficiency in hardware and software setup and troubleshooting
- Proven ability in setting up and managing helpdesk operations
- Experience with support ticketing platforms (e.g. Jira, BMC)
- Knowledge of software deployment tools (e.g. SCCM, Intune)
- Familiarity with configuration management databases (CMDB)
- Understanding of device management (MDM) solutions
- Understanding of group policy management
- Familiarity with ITIL support processes and best practices
- Strong experience with operating systems (e.g., Windows, MacOS)
- Patch management and endpoint security practices
- Familiarity with multi-factor authentication solutions
- Knowledge of enterprise backup solutions
- Experience with remote support tools and troubleshooting
- Skill in designing and optimizing support workflows
- Ability to analyze helpdesk data and drive improvements
- Knowledge of customer satisfaction measurement techniques
- Customer service orientation and communication skills
Optional Skills
- ITIL certification
- Understanding of Network fundamentals (TCP/IP, DNS, DHCP)
- Understanding of Active Directory and user account management
- Expertise in device imaging and cloning technologies
- Experience with endpoint management platforms
- Experience with security compliance frameworks
- Understanding of Virtual desktop infrastructure (VDI) management
- Understanding of virtualization technologies (VMware, Hyper-V)
- Understanding of Cloud-based desktop solutions (e.g., Azure Virtual Desktop)
- Understanding of Automation tools (e.g., Ansible, Puppet)
