Desktop Support Specialist 3

The Company Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.   We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us. Meet the team:  Reporting to the Desktop Support Supervisor, this position will play a very important role in the operations of the company in the country. The deserving individual will be part of the GBS IT Team and will be exposed to a wide range of different technical tasks. As part of the Global IT Team, opportunities and learnings are never-ending. As a Desktop Support Specialist 3, you will serve as a senior escalation point for complex technical issues, providing hands-on support, mentoring team members, and ensuring a seamless end-user experience across modern workplace technologies. ​ Where you come in: Repair, maintain, and upgrade all hardware and equipment (desktops, laptops, printers, collaboration/AV equipment) to ensure optimal workstation performance. You troubleshoot technical issues in a timely and accurate manner, providing both hands-on and remote support to end users. You investigate, diagnose, resolve, and recover hardware and software issues, including those involving cloud-managed and hybrid-joined devices. You manage service requests, software installations, endpoint deployments, Autopilot provisioning, and hardware refresh activities. You own support incidents and user requests through resolution, ensuring delivery against agreed service levels and ITSM processes. You provide onsite and remote support for employees at all levels, including VIP and executive users. You create and maintain technical documentation and knowledge base articles to improve support effectiveness and user experience. You serve as a subject matter expert, providing guidance and technical mentorship to Desktop Support Specialists I and II. You escalate complex issues when necessary and partner with cross-functional teams to drive timely resolution. You perform preventive maintenance activities across endpoint devices, printers, business continuity workstations, and audio/visual equipment. What makes you successful: BS Information Technology, Computer Science, Computer Engineering or any other IT-related course ITIL Foundation certification (Incident Management and Service Request Fulfillment) is an advantage, but it is not a mandatory requirement At least 5 years of experience in IT Support or a related onsite IT role, with demonstrated senior/escalation-level responsibility. You have strong experience supporting enterprise desktop, laptop, printer, and endpoint environments. You have proven expertise in hardware, software, operating system, and device troubleshooting. You have experience working with IT service management processes and tools such as ServiceNow. You have knowledge of modern endpoint management technologies including Microsoft Intune,