Insight Global
Desktop Support Technician
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Desktop Support Technician
The Desktop Support Technician will support a large-scale law firm merger, assisting with the integration of end users from two legacy environments into a new, unified IT environment, followed by a Windows 11 upgrade initiative. The ideal candidate will have strong technical skills, excellent communication abilities, and experience delivering white-glove support to professional services users.
This role requires strict adherence to established processes and runbooks, close collaboration with project managers and IT stakeholders, and a strong focus on minimizing user disruption during onboarding and upgrade activities.
This role is an Inside IR35 contract and onsite 5x a week in London.
Key Responsibilities
- Support a phased deployment project, beginning with onboarding users into the merged firm environment, followed by upgrading existing machines to Windows 11
- Pre-provision and configure devices using Microsoft Autopilot
- Deploy, configure, and validate Windows 11 endpoints according to firm standards
- Enroll and support mobile devices (iOS and Android) using Microsoft Intune
- Assist with user setup, profile configuration, and validation of access to required applications and resources
- Provide hands-on, desk-side and remote technical support to end users throughout onboarding and upgrade activities
- Troubleshoot and resolve issues related to device provisioning, user access, OS upgrades, and application compatibility
- Follow established runbooks, deployment procedures, and security standards
- Document deployment steps, issues, resolutions, and best practices to support knowledge transfer
- Collaborate with infrastructure, identity, security, and application teams to ensure a smooth transition
- Provide feedback and recommendations to improve deployment processes and user experience
- Track and manage device inventory throughout the deployment lifecycle
- Travel to firm office locations within the region as required to support onsite deployments
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- Experience supporting Windows 10 and Windows 11 operating systems in enterprise environments
- Experience with iOS and Android device support
- Solid understanding of Active Directory, including users, groups, and computer objects
- Proficiency with Microsoft Intune for device deployment, configuration, and management
- Hands-on experience with Microsoft Intune MDM/MAM solutions
- Familiarity with device imaging and deployment tools such as Intune Autopilot, SCCM, MDT
- Strong troubleshooting skills across hardware, software, and user configuration issues
- Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP)
- Prior experience supporting professional services or law firm environments is strongly preferred
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