Desktop Systems Specialist

Job Description Thomson Reuters is seeking a Desktop Systems Specialist to provide responsive, customer-focused technical support to colleagues across the AMERS region. Based in our Minnesota office, you will be part of a global support organization that helps ensure employees have reliable, secure, and effective workplace technology. The Desktop Systems Specialist will troubleshoot common end-user hardware, software, access, and device issues. You will support Windows and macOS devices, basic mobile-device needs, collaboration tools, and other standard workplace technology. This is a hands-on support role for someone who enjoys solving problems, helping customers, and learning new technologies. You will resolve support tickets, prepare and deploy equipment, maintain accurate inventory records, update support documentation, and partner with other IT teams when an issue requires escalation. Key Responsibilities Provide onsite and remote technical support for end-user hardware, software, access, and connectivity issues. Monitor the Helpdesk or Service Center queue and respond to incidents and service requests within established service expectations. Troubleshoot Windows and macOS laptops, desktops, monitors, docks, printers, peripherals, and standard productivity applications. Configure, deploy, replace, and recover end-user devices in accordance with established processes. Provide basic support for mobile devices, including setup, enrollment, access, and common troubleshooting. Assist with basic user-account, access, and device-management requests in Microsoft Entra ID, Intune, or similar enterprise tools. Support Microsoft 365 applications and collaboration tools, including Outlook, Teams, OneDrive, and related services. Maintain accurate hardware and software inventory records, including equipment assignments, returns, and lifecycle updates. Provide basic onsite support for conference rooms, meeting technology, and audiovisual equipment. Escalate more complex technical issues to the appropriate infrastructure, security, network, application, or support teams. Participate in technology projects, such as device refreshes, equipment deployments, office moves, and software rollouts. Create and update knowledge-base articles, support documentation, and standard operating procedures. Identify recurring issues and share recommendations to improve support processes, documentation, or customer experience. Deliver professional, empathetic, and customer-focused support to colleagues with varying levels of technical experience. Required Qualifications 2+ years of experience in desktop support, IT service desk, field services, technical support, workplace technology, or a related role. Experience supporting Windows and macOS devices in a business, education, or enterprise environment. Experience troubleshooting common end-user hardware, software, peripherals, printers, connectivity, and productivity-application issues. Familiarity with ticketing systems and documenting technical issues, troubleshooting steps, and resolutions. Basic familiarity with Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint. Basic familiarity with user-account or device-management tools, such as Microsoft Entra ID, Azure Active Directory, Microsoft Intune, or similar platforms. Experience preparing, configuring, deploying, or supporting laptops and other end-user equipment. Strong customer-service, written communication, and verbal communication skills. Strong problem-solving skills and the ability to follow established processes, troubleshoot methodically, and escalate issues when needed. Ability to manage multiple support requests and work effectively both independently and as part of a team. Ability to work from the Minnesota office and provide onsite support as required. Preferred Qualifications Experience supporting iOS or Android devices in a business environment. Familiarity with mobile-device-management or endpoint-management tools, such as Microsoft Intune. Experience supporting conference-room or video-conferencing technology, including Microsoft Teams Rooms, displays, cameras, microphones, or related equipment. Experience with device imaging, Windows Autopilot, Apple device enrollment, or comparable deployment processes. Familiarity with ServiceNow or another IT service-management platform. Basic knowledge of networking concepts, such as Wi-Fi, VPN, and connectivity troubleshooting. Experience maintaining IT asset inventory or supporting hardware lifecycle processes. Experience creating or updating knowledge-base articles, end-user guides, or support documentation. Relevant entry-level certifications, such as CompTIA A+, ITIL Foundation, or Microsoft 365 Fundamentals, are beneficial but not required. #LI-LP2 What’s in it For You? Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected. Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact:  We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world. In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption &