Desktop Support EUC L1

Job Overview

The role involves managing and supporting desktop devices including hardware, software, and connectivity issues to resolution. You will oversee installation, configuration, and lifecycle maintenance of desktops used by field users, including remote management and patch updates. Your responsibilities include providing hardware and software support, ensuring desktop security compliance, and serving as a VIP support contact for onsite IT concerns when necessary.

Key Responsibilities

• Handle incidents related to desktop devices covering hardware, software, and connectivity until resolved.
• Provide deskside services including installation, moves, additions, and changes (IMAC).
• Manage break-fix services for laptops and desktops.
• Support and maintain standard approved operating systems and office software throughout the device’s lifecycle.
• Optimize and maintain desktop configurations including patching and hardware replacements with vendor-provided spares.
• Analyze service desk data to identify training needs and potential automation opportunities for users.
• Ensure deployment of correct desktop images on all devices.
• Monitor security profiles and antivirus compliance, taking necessary action against non-compliance.
• Provide designated VIP desk side support and act as the local IT contact when other IT support teams are unavailable.

Requirements

• Familiarity with Active Directory and on-site physical support (smart hands and feet) is advantageous.
• Experience supporting Apple Mac devices and tablets desirable.
• Proficiency with service management platforms such as ServiceNow.
• Strong skills in End User Computing (EUC) tools, remote support solutions, Microsoft Office, and Outlook.
• Understanding of Lync, VPN technologies, and mobile device support is preferred.
• Knowledge of ITIL processes including Incident, Change, Problem, Service Request management, and spare/buffer stock handling is expected.
• Educational requirement includes an Associate degree (A.A.) or equivalent from a technical college focused on electronics; Bachelor's degree preferred.