Desktop Systems Specialist

FormFactor Inc.•Farmers Branch, TX

2d•Onsite

About The Position

FormFactor is seeking a customer-focused and technically skilled Desktop Systems Specialist to support employees by delivering reliable IT services and end-user technology solutions. Based at our Farmers Branch, Texas campus, this role serves as a key IT resource responsible for endpoint support, device lifecycle management, user productivity tools, and site technology services while providing remote assistance to other company locations as needed. The Desktop Systems Specialist works independently to resolve a broad range of technical issues, supports technology deployments and operational initiatives, and collaborates with infrastructure, cybersecurity, application, and service management teams to improve the overall employee technology experience. This role combines hands-on technical support with process improvement, documentation, and operational excellence to ensure secure, efficient, and dependable IT services. The role aligns with a Professional Level 3 (P3) individual contributor, requiring demonstrated technical proficiency, strong customer service skills, and the ability to handle moderately complex support challenges with limited oversight.

Requirements

Experience in desktop support, endpoint administration, IT service desk, or technical support roles within a business environment.
Experience supporting Windows 10/11 operating systems, Microsoft 365 applications, Teams, Outlook, OneDrive, VPN, MFA, printers, and common business technologies.
Working knowledge of Active Directory, Microsoft Entra ID, Microsoft Intune, Windows Autopilot, endpoint provisioning, user account administration, asset management, and ITSM platforms.
Strong troubleshooting skills across hardware, software, endpoint management, and user productivity technologies.
Understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and connectivity troubleshooting.
Ability to independently manage multiple priorities and resolve technical issues with minimal supervision.
Minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work
Active Directory (AD)
Azure Active Directory (AD)
Computer Hardware Support
Computer Technical Support
Customer Service
Desktop Application Support
Direct Support
Hardware Troubleshooting
Help Desk Support
ITIL Incident Management
Microsoft Autopilot
Microsoft Entra ID (Azure Active Directory)
Microsoft Office
Microsoft Windows
Remote Desktop Support
Software Support
Windows Troubleshooting

Nice To Haves

Professional certifications such as CompTIA A+, Network+, Microsoft, ITIL, HDI, or equivalent.
Experience supporting manufacturing, engineering, laboratory, or technical production environments.
Familiarity with endpoint security tools, vulnerability management processes, and compliance initiatives.
Experience using Microsoft Copilot, AI-assisted troubleshooting tools, or other approved productivity technologies.
Knowledge of PowerShell or other scripting tools used to automate support and administrative tasks.
Chatbots
Microsoft Copilot

Responsibilities

Provide advanced desktop support for Windows-based systems, laptops, mobile devices, user accounts, Microsoft 365 applications, Teams, Outlook, OneDrive, VPN, MFA, printers, peripherals, and collaboration technologies.
Troubleshoot and resolve hardware, software, operating system, connectivity, and account-related issues through in-person and remote support channels.
Serve as a trusted technology resource for employees, delivering responsive and customer-focused support that minimizes business disruption.
Manage incidents and service requests in accordance with IT service management processes, ensuring accurate documentation, categorization, prioritization, and timely resolution.
Configure, image, deploy, maintain, and replace desktop and mobile computing devices using standard endpoint management tools and processes.
Support device provisioning, software installation, system upgrades, hardware refresh programs, and technology rollouts.
Administer endpoint management platforms including Microsoft Intune, Windows Autopilot, Active Directory, Microsoft Entra ID, and other approved management tools.
Maintain endpoint health, software compliance, and security standards across assigned systems and devices.
Support conference room technologies, audiovisual systems, shared workstations, label printers, and other site technology solutions.
Coordinate onboarding, employee moves, equipment returns, and offboarding activities to ensure a seamless employee experience.
Assist with technology support in office, laboratory, warehouse, manufacturing, and cleanroom environments as required.
Support shipping, receiving, staging, inventory management, warranty coordination, and deployment logistics for IT equipment.
Support endpoint security initiatives including encryption validation, patch compliance, antivirus monitoring, vulnerability remediation, and secure handling of company assets.
Escalate complex or recurring issues to appropriate technical teams while providing complete troubleshooting history and business impact details.
Create and maintain support documentation, standard operating procedures, knowledge articles, and technical records.
Identify opportunities to improve service quality, automate repetitive tasks, and enhance support processes through technology and best practices.
Utilize approved AI-enabled support and productivity tools to improve troubleshooting efficiency, knowledge sharing, and the overall employee experience.