Desktop EUC L1

Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC (Install, Move, Add, Change) and desk-side support services.
• Manage hard and soft break-fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop devices for their entire lifecycle, including remote management using appropriate tools.
• Support, manage, optimize, and maintain the configuration and installation of desktops, 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 desk-side 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 10/11 OS.
• Good to have: knowledge of Active Directory (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).
• Strong expertise in EUC tools, remote support tools, MS Office, and Outlook.
• Preferable to have a good understanding of Lync, VPN, and mobile device support.
• Awareness of ITIL processes for Incident, Change, Problem, Service Request, and related activities such as spare and buffer stock management.
• Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics required; Bachelor’s Degree preferred.