Desktop Support Specialist

Desktop Support SpecialistAt Geneo United, we are transforming the professional aesthetics market with non-invasive technologies that regenerate skin from within—delivering real results without downtime.Rooted in the medical-grade innovation of Lumenis® and Pollogen®, Geneo was built for the modern aesthetics practice—merging science, artistry, and proven technology to elevate the treatment experience. Our flagship treatment, Glo2Facial™, is a breakthrough in facial aesthetics that integrates RF Pro for dermal-level collagen stimulation, Oxfoliation™ to trigger natural oxygenation and renewal, and advanced ultrasound infusion of clean, EU-certified ingredients—all paired with a hands-free massage experience that supports circulation and lymphatic drainage.Geneo's mission is to help aesthetic providers meet the growing demand for regenerative, skin-health-forward treatments that go beyond surface-level results. As the industry moves toward more natural, long-term outcomes, we're leading the way with technologies that restore, rebuild, and reveal confident, healthy-looking skin—through every stage of life.The Role Summary:The Desktop Support Specialist serves as a key IT resource for the U.S. organization, providing responsive, hands-on technical support to employees. This role troubleshoots and resolves end-user hardware, software, access, connectivity, and application-related issues; supports employee onboarding and offboarding; and provides Level 1 support for key business applications.Success in this position requires a strong customer-service mindset, effective technical troubleshooting skills, and the ability to take ownership of issues through resolution while coordinating with global IT teams and external vendors as needed.Essential Responsibilities:Provide responsive Level 1 (L1) IT support to employees through phone, remote-access tools, the ticketing system, and onsite assistance.Own support requests from initial contact through resolution, including timely follow-up and escalation to Corporate IT teams or external vendors when appropriate.Diagnose and resolve issues involving Windows and Mac computers, operating systems, software, hardware, printers, peripherals, and mobile devices.Perform initial troubleshooting for network and infrastructure issues, including Wi-Fi, LAN, VPN, connectivity, and system access, escalating complex matters as needed.Provide Level 1 support for Microsoft 365 and key business applications, including SAP, Salesforce, ServiceMax, Enovia, and other corporate systems.Respond to potential security incidents, including phishing attempts, suspicious activity, compromised accounts, and endpoint security alerts, and promptly escalate them in accordance with Corporate Security procedures.Administer user accounts, system access, permissions, and authentication, including IT-related onboarding and offboarding activities.Install, configure, maintain, upgrade, and replace computers, software, hardware, and other IT equipment.Provide technical support for printers, meeting-room technology, and enterprise video-conferencing systems.Accurately document, prioritize, track, and update incidents and service requests within the IT ticketing system.Proactively identify recurring or emerging technical issues, conduct initial investigations, and coordinate solutions with the appropriate IT teams.This is a hybrid position requiring on-site work three days per week.Qualifications:2–5 years of experience in Helpdesk, Service Desk, or a similar IT support role.Associate degree or higher in Information Technology, Computer Science, or a related field preferred; relevant hands-on experience may be considered in lieu of a degree.Strong hands-on knowledge of MAC and Windows-based PCs, laptops, hardware, software, peripherals, and desktop troubleshooting.Basic understanding of networking and IT infrastructure concepts, including LAN/Wi-Fi, VPN, TCP/IP, DNS, and DHCP, with the ability to perform initial troubleshooting.Basic experience with Active Directory / Entra ID, user accounts, permissions, access rights, and authentication-related issues.Familiarity with Microsoft 365, OneDrive, and common enterprise tools.Basic cybersecurity awareness, including the ability to recognize potential phishing, suspicious activity, compromised accounts, and endpoint security issues and escalate appropriately.Strong customer-service orientation and interpersonal skills, with patience and the ability to communicate effectively with users at all levels and remain professional under pressure.Proactive, hands-on, and self-driven mindset, with a strong sense of ownership and willingness to go beyond the immediate task to help resolve issues.Curiosity and strong willingness to learn, develop technical knowledge, and adapt to new technologies, systems, and processes.Strong troubleshooting, analytical, and problem-solving skills, with the ability to independently investigate issues and determine when escalation is required.Ability to prioritize and manage multiple incidents and requests in a fast-paced environment and follow through to resolution.Good verbal and written communication skills and the ability to work effectively with local and global IT teams.Flexibility to provide occasional after-hours or weekend support when business needs require it.Experience in a Helpdesk / Service Desk / Call Center environment is a plus.Experience with IT ticketing or Service Desk systems is a plus.Familiarity with SAP, Salesforce, ServiceMax, Enovia, or other enterprise applications is a plus.Experience supporting Mac, iOS, Android, printers, meeting-room technology, and video-conferencing solutions is a plus.Experience working in a global corporate environment is a plus.We include full health benefits, that's medical, dental, vision, FSAs, and HSAs. We also provide Basic Life/AD&D and Long-Term Disability coverage at no cost to you! Top these benefits off with a 401(K) plan with an employer match & did we mention, facials!Base Salary $62,000.00-$75,000.00 per yearThe range listed is just one component of Geneo's total rewards package for our employees.Other rewards may include annual bonuses, paid time off, and region-specific benefits. An employee's pay position within the listed salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs.Our Core Values: The A-B-C of GeneoA – Alignment: We win together. You collaborate, communicate, and stay laser-focused on shared outcomes.B – Bend Time: Work smarter, not harder. You find creative ways to maximize efficiency and stay agile.C – Conflict with Kindness: No BS. No drama. You address challenges directly while maintaining professionalism and empathy.D – Data Drives Decisions: Let the numbers lead. You use insights and analytics to guide your strategy.E – Execution is Expected: Say it. Do it. Deliver. You're accountable and consistent.F – Focus: You prioritize what matters most—because clarity fuels great results.We're Not for the Faint of Heart — High Performers OnlyWe're fast, we're bold, and we expect results. At Geneo, effort matters — but impact matters more. If you love challenges, thrive under pressure, and deliver with consistency, you'll fit right in.What We Expect:Immediate contribution — we move fast, and you're ready to hit the ground running.High activity — showing up isn't enough; we win through action.Measurable results — your success will be visible, celebrated, and rewarded.What You Get:A limitless growth environment with no ceiling for high performers.A team of driven professionals who push, inspire, and celebrate one another.Recognition and reward for real achievement — not just effort.This is the place for those who want to be pushed, measured, and celebrated — all at once. If that fires you up, you're exactly who we're looking for.Job SpecificationsPlease note this job description is not designed to