Desktop EUC L1

About the role

Provide comprehensive desktop support, including hardware, software, and connectivity incident management, IMAC (Install, Move, Add, Change) services, and deskside support for laptops and desktops. This role involves break-fix services, conference room support, remote desktop assistance, and event support at customer locations. You will manage the entire lifecycle of desktop devices, including remote management, patch updates, hardware replacements, and security compliance.

Responsibilities

• Manage desktop device incidents (hardware, software, and connectivity) through to resolution.
• Provide IMAC and deskside support services.
• Perform hard- and soft-break fix services for laptops and desktops.
• Support conference rooms, remote desktops, and events at customer locations.
• Provide lifecycle support for standard hardware and software, including remote management using appropriate tools.
• Maintain, optimize, and configure desktops, including patch updates and hardware replacements with vendor-provided spares.
• Analyze service desk calls and incident data to identify user training needs and automation opportunities.
• Ensure desktops are installed with the correct image.
• Monitor security profiles and anti-virus software on all desktop devices; take action for non-compliance.
• Provide VIP deskside support and act as the primary IT contact at the site for all IT-related issues, including MI calls.

Requirements

• Knowledge and experience with Windows 7 and Windows 11 imaging/reimaging (PXE boot).
• Experience installing software using SCCM, Software Center, and manual methods.
• Hands-on experience replacing batteries and collaborating with Dell technicians on hardware break-fix.
• Experience with Intune, Active Directory (AD), BitLocker, and Outlook administration.
• Experience troubleshooting Humanscale products.
• Experience working in engineering firms or large corporate environments.
• Minimum 3–5 years of relevant experience.
• Good to have: Knowledge of AD, smart hands-and-feet support, and experience supporting Mac devices and tablets.
• Experience with ServiceNow or similar service management tools.
• Expertise in EUC tools, remote support tools, MS Office, and Outlook.
• Understanding of Lync, VPN, and mobile device support.
• Awareness of ITIL processes (Incident, Change, Problem, Service Request) and related activities like spare and buffer stock management.

Qualifications

• Associate degree (A.A.) or equivalent from a three-year college or technical school, with an emphasis in electronics (required).
• Bachelor’s degree (preferred).