Desktop Support Technician

Company Description

Press Ganey is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action.

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood.

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions.

• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same.

• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow.

• Dare to innovate: We challenge the status quo with creativity and innovation as our true north.

• Better together: We check our egos at the door. We work together, so we win together.

Press Ganey is committed to providing reasonable accommodations to qualified individuals with disabilities or disabled veterans in the hiring process. If you need assistance or an accommodation to apply for a position online or for your interviews or assessments, please contact us at [email protected] Please provide your contact information and the details of your request so we can best assist you.

We're looking for a Desktop Support Technician to join our team. This is an intermediate-level role providing comprehensive support for hardware, software and user lifecycle activities focusing on process consistency and workflow improvement.

This role will need to be physically available to work onsite in Sofia, Bulgaria.

Duties & Responsibilities

Any one position may not include all of the duties listed nor do listed examples include all tasks which may be found in positions of this class. To perform this job successfully, an individual must be able to perform each essential duty of the position satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions required for the position.

• Troubleshoot complex endpoint issues related to policy enforcement, Intune compliance, or device sync failures.

• Support configuration profile troubleshooting and device re-enrollment workflows.

• Coordinate asset lifecycle activities – refresh, repair, disposal – in line with organizational policy.

• Execute automated onboarding and offboarding tasks, validating user provisioning and equipment return status.

• Support Microsoft 365 collaboration issues, including Teams performance and Outlook profile conflicts.

• Support Google Workspace application issues, along with Zoom and Slack application and performance issues.

• Document recurring issues and create knowledge articles for Service Desk reuse.

• Identify repetitive manual tasks and suggest candidates for workflow automation or orchestration.

Technical Skills

Qualifications include:

• Solid understanding of hybrid identity (Entra ID + on-prem AD)

• Working knowledge of Intune device management and compliance concepts

• Familiarity with Autopilot, Autopatch and modern provisioning

• Intermediate knowledge of PowerShell or command-line tools for diagnostics

• Awareness of ITIL processes for Incident, Request, and Asset Management

• Solid understanding of Google Workspace applications (Docs, Sheets, Slides)

• Technical Support experience with Zoom & Slack collaboration tools

Minimum Qualifications

• Undergraduate degree preferred, preferably in a related field

• 2-4 years of experience in endpoint management or field support

• Certifications (Preferred): CompTIA Network+, Microsoft Certified: Endpoint Administrator Associate (MD-102), HDI Desktop Support Technician, ITIL 4 Specialist: Create, Deliver and Support, Apple or VCA (VMWare Certified Associate).

Physical/Mental Demands:

This position requires the ability to communicate effectively and to operate computers and other related technical equipment. The role is required to maintain and interact with computers and frequently move objects weighing up to 50 pounds. The person in this role must be able to perform the essential functions with or without an accommodation.

Special Working Conditions:

This is a full-time position with a work schedule of Monday-Friday with some schedule variations as needed including on-call coverage rotation (including weekends). Occasional night or weekend work for special projects. Employees in this position are eligible to receive overtime pay for any hours worked over 40 in a work week.

Growth Focus:

Advance from reactive troubleshooting to proactive device lifecycle and policy management.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Additional Information for US based jobs:

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state, or local protected class.

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

All your information will be kept confidential according to EEO guidelines.

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