Desktop EUC L1

Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC (Install, Move, Add, Change) and deskside support services.
• Manage hard- and soft-break fix services for laptops and desktops.
• Provide conference room support, remote desktop support, and event support at the customer location.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (field user) devices for their entire lifecycle, including remote management using appropriate tools.
• Support, manage, optimize, and maintain the configuration and installation of the desktop, including patch updates and hardware replacements with vendor-provided spares.
• Analyze service desk calls for desktop devices and incident data to identify and advise customers of potential user training requirements and automation opportunities.
• Ensure each desktop device is installed with the appropriate desktop image.
• Monitor security profiles and anti-virus software on all desktop devices and take appropriate action in the event of non-compliance with security requirements.
• Provide VIP support for deskside issues per contract and act as the point of contact at the site for all IT-related issues if no other IT support team is available (e.g., for MI calls).

Requirements

• Knowledge and experience with Windows 7 OS.
• Experience in imaging/reimaging Windows 11 using PXE boot.
• Experience with software installation using SCCM, Software Center, and manual methods.
• Hands-on experience replacing batteries and working with Dell technicians on hardware break-fix.
• Experience using Intune, Active Directory (AD), and BitLocker.
• Experience in Outlook administration.
• Experience troubleshooting Humanscale products.
• Experience working in engineering firms or large companies.
• Minimum 3–5 years of relevant experience.
• Good to have: knowledge of AD and smart hands-and-feet support.
• Good to have: knowledge and experience supporting Mac devices and tablets.
• Experience with service management tools (e.g., ServiceNow).
• Expertise in EUC tools, remote support tools, MS Office, and Outlook.
• Understanding of Lync, VPN, and mobile device support is preferable.
• Awareness of ITIL processes for Incident, Change, Problem, Service Request, and related activities like spare and buffer stock management.
• Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics is required; Bachelor’s degree preferred.