Desktop Systems Specialist

Thomson Reuters • Eagan, MN

7d • $56,700 - $105,300 • Hybrid

About The Position

Thomson Reuters is seeking a Desktop Systems Specialist to provide responsive, customer-focused technical support to colleagues across the AMERS region. Based in our Minnesota office, you will be part of a global support organization that helps ensure employees have reliable, secure, and effective workplace technology. The Desktop Systems Specialist will troubleshoot common end-user hardware, software, access, and device issues. You will support Windows and macOS devices, basic mobile-device needs, collaboration tools, and other standard workplace technology. This is a hands-on support role for someone who enjoys solving problems, helping customers, and learning new technologies. You will resolve support tickets, prepare and deploy equipment, maintain accurate inventory records, update support documentation, and partner with other IT teams when an issue requires escalation.

Requirements

• 2+ years of experience in desktop support, IT service desk, field services, technical support, workplace technology, or a related role.
• Experience supporting Windows and macOS devices in a business, education, or enterprise environment.
• Experience troubleshooting common end-user hardware, software, peripherals, printers, connectivity, and productivity-application issues.
• Familiarity with ticketing systems and documenting technical issues, troubleshooting steps, and resolutions.
• Basic familiarity with Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Basic familiarity with user-account or device-management tools, such as Microsoft Entra ID, Azure Active Directory, Microsoft Intune, or similar platforms.
• Experience preparing, configuring, deploying, or supporting laptops and other end-user equipment.
• Strong customer-service, written communication, and verbal communication skills.
• Strong problem-solving skills and the ability to follow established processes, troubleshoot methodically, and escalate issues when needed.
• Ability to manage multiple support requests and work effectively both independently and as part of a team.
• Ability to work from the Minnesota office and provide onsite support as required.

Nice To Haves

• Experience supporting iOS or Android devices in a business environment.
• Familiarity with mobile-device-management or endpoint-management tools, such as Microsoft Intune.
• Experience supporting conference-room or video-conferencing technology, including Microsoft Teams Rooms, displays, cameras, microphones, or related equipment.
• Experience with device imaging, Windows Autopilot, Apple device enrollment, or comparable deployment processes.
• Familiarity with ServiceNow or another IT service-management platform.
• Basic knowledge of networking concepts, such as Wi-Fi, VPN, and connectivity troubleshooting.
• Experience maintaining IT asset inventory or supporting hardware lifecycle processes.
• Experience creating or updating knowledge-base articles, end-user guides, or support documentation.
• Relevant entry-level certifications, such as CompTIA A+, ITIL Foundation, or Microsoft 365 Fundamentals, are beneficial but not required.

Responsibilities

• Provide onsite and remote technical support for end-user hardware, software, access, and connectivity issues.
• Monitor the Helpdesk or Service Center queue and respond to incidents and service requests within established service expectations.
• Troubleshoot Windows and macOS laptops, desktops, monitors, docks, printers, peripherals, and standard productivity applications.
• Configure, deploy, replace, and recover end-user devices in accordance with established processes.
• Provide basic support for mobile devices, including setup, enrollment, access, and common troubleshooting.
• Assist with basic user-account, access, and device-management requests in Microsoft Entra ID, Intune, or similar enterprise tools.
• Support Microsoft 365 applications and collaboration tools, including Outlook, Teams, OneDrive, and related services.
• Maintain accurate hardware and software inventory records, including equipment assignments, returns, and lifecycle updates.
• Provide basic onsite support for conference rooms, meeting technology, and audiovisual equipment.
• Escalate more complex technical issues to the appropriate infrastructure, security, network, application, or support teams.
• Participate in technology projects, such as device refreshes, equipment deployments, office moves, and software rollouts.
• Create and update knowledge-base articles, support documentation, and standard operating procedures.
• Identify recurring issues and share recommendations to improve support processes, documentation, or customer experience.
• Deliver professional, empathetic, and customer-focused support to colleagues with varying levels of technical experience.

Benefits

• Flexible vacation
• two company-wide Mental Health Days off
• access to the Headspace app
• retirement savings
• tuition reimbursement
• employee incentive programs
• resources for mental, physical, and financial wellbeing
• market competitive health, dental, vision, disability, and life insurance programs
• competitive 401k plan with company match
• competitive vacation, sick and safe paid time off
• paid holidays
• parental leave
• sabbatical leave
• optional hospital, accident and sickness insurance paid 100% by the employee
• optional life and AD&D insurance paid 100% by the employee
• Flexible Spending and Health Savings Accounts
• fitness reimbursement
• access to Employee Assistance Program
• Group Legal Identity Theft Protection benefit paid 100% by employee
• access to 529 Plan
• commuter benefits
• Adoption & Surrogacy Assistance
• Tuition Reimbursement
• access to Employee Stock Purchase Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed