Device Imaging & Configuration
Performs Windows imaging using client‑standard provisioning methods (Autopilot/Intune, Entra ID join, compliance policy application)
Configures devices according to client’s security requirements including BitLocker/full‑disk encryption, endpoint compliance validation, and baseline policy enforcement
Troubleshoots imaging failures, driver issues, network‑related setup errors, and post‑image provisioning defects
Staging, Validation & Deployment
Stages devices for user pickup or shipment by completing quality assurance checks, labeling, hardware inspections, peripheral matching, and accessory preparation
Validates device readiness by confirming compliance posture, device health, account authentication flow, and proper enrollment in client management systems
Executes refresh workflow steps in accordance with standardized refresh processes and service readiness timelines
Operational Coordination & Escalation
Collaborates closely with DSS Leads, Service Desk, GEM/Endpoint Engineering, ITAM/HAM, and Logistics teams to resolve technical blockers and fulfill refresh commitments
Escalates complex provisioning problems with detailed reproduction steps and diagnostic information
Documentation & Compliance Tracking
Maintains accurate provisioning records, device status updates, and compliance documentation within ServiceNow
Ensures all asset updates (assignment, location, classification, lifecycle status) are completed with 100% accuracy
Supports audit requirements by documenting provisioning steps, exceptions, and any deviations from standard process
Process Improvement & Knowledge Sharing
Participates in process improvement activities, root‑cause reviews, and post‑project debriefs to refine imaging and provisioning methods
Provides training, guidance, and mentorship to new provisioning technicians, promoting consistency, quality, and strong customer service culture within DSS
Skills:
Experience with Windows provisioning (Autopilot, Intune, Entra ID)
Strong technical troubleshooting skills for hardware, imaging, and OS deployment issues
Familiarity with enterprise compliance controls (BitLocker, device health policies, corporate security baselines)
Ability to maintain highly accurate records in ServiceNow or similar ITSM/ITAM systems
Excellent communication skills and ability to coordinate with both technical and non‑technical stakeholders
Ability to lift, move, and stage hardware as part of daily provisioning workflow
Education:
Prior Desktop System Specialist or Service Desk experience
Experience supporting high‑volume refresh or deployment projects
Knowledge of corporate hardware standards, ITAM workflows, and device lifecycle management
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