Desktop EUC L1

About the role

You will deliver end-to-end desktop support for field users, including hardware, software, connectivity, and conference-room/event services at the customer site.

Responsibilities

• Manage desktop device incidents (hardware, software, connectivity) through to resolution.
• Perform IMAC (Install, Move, Add, Change) and deskside support services.
• Deliver hard- and soft-break fix services for laptops and desktops.
• Provide conference-room, remote-desktop, and on-site event support.
• Support and maintain standard hardware and software (operating systems, office applications) for the entire device lifecycle, including remote management with appropriate tools.
• Patch, update, and replace hardware using vendor-provided spares; ensure each device is deployed with the correct desktop image.
• Analyze service-desk calls and incident data to identify user training needs and automation opportunities.
• Monitor security profiles and anti-virus software; take corrective action for non-compliance.
• Provide VIP deskside support per contract and act as the on-site IT point-of-contact when no other IT team is available.

Requirements

• Hands-on experience with Windows 7 and Windows 11 imaging/reimaging via PXE boot.
• Software installation using SCCM, Software Center, and manual methods.
• Hardware break-fix experience, including battery replacement and coordination with Dell technicians.
• Experience with Intune, Active Directory, BitLocker, and Outlook administration.
• Troubleshooting Humanscale peripherals.
• Minimum 3–5 years of desktop support experience, preferably in engineering firms or large enterprises.
• Familiarity with ServiceNow or similar service-management tools.
• Proficiency in EUC tools, remote-support tools, MS Office, and Outlook.
• Understanding of ITIL processes (Incident, Change, Problem, Service Request) and spare/buffer stock management.
• Associate degree (A.A.) or equivalent in electronics from a three-year college or technical school; Bachelor’s degree preferred.

Skills

• Good-to-have: Active Directory, smart hands-and-feet support, macOS/iOS/tablet support.
• Good-to-have: Lync/Skype for Business, VPN, and mobile-device support.