Desktop Support

The position of Desktop Support Engineer – End User Computing performs troubleshooting, repair, and preventative maintenance of end-user computing equipment and peripheral equipment at corporatelocations. The candidate works on assignments of a diverse scope where analysis of data and hardwarerequires evaluation of identifiable factors. The candidate exercises judgment with supervisionwithin the generally defined practices and policies in selecting methods and techniques forobtaining solutions and acts as a liaison between customers, departments, and within theorganization to lead problem resolution. Essential duties for the position include, but are not limited to the following:

∙Provide onsite support to Authorized Users with operational and technical support and tomeet specified SLAs∙Resolve incidents and problems associated with EUC equipment∙Perform reactive troubleshooting to effectively identify potential incidents or problems, andattempt to eliminate them to occur in the future∙Support Authorized Users in connecting or attempting to connect to corporate network andassist in the coordination and completion of accessing LAN, print, and file services;connection to WAN; and accessing appropriate LAN segments∙Provide repair and maintenance for mobile devices∙Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associatedperipherals)∙Provide software break/fix services and replacement of non-warranty assets for end users∙Provide network printers and scanner network connectivity, including providing networksupport for device configuration, for IP addressing, and direct TCP/IP output∙Provide warranty and break/fix support for networked printers and scanners∙Configure and support end users on mobile computing platforms∙Provide VIP support for equipment including desktop devices, mobile devices, displayscreens, video systems, docking stations, communication devices, direct attached printers,local printers, scanners, wireless networking, etc∙Create, change and remove printer configurations and queues based on requests and inaccordance with SLAs∙Provide on-site hardware support for general troubleshooting and problems for end usercomputing technologies∙Provide regular, accurate, and timely feedback regarding customer requirements which shallinclude supervising assignments and maintaining timely communication with sales,operations, and branch office personnel.

∙Utilize problem management database and systems to track and report on customer calls andrequests. ∙Communicate technical information to technical and non-technical team and customers. ∙Deskside support services as required. RequirementsWindows endpoint build & imaging: MDT, Ghost; USMT for user data migration/backups. Windows 10 deployment, upgrade, and troubleshooting (Win 11 exposure a plus). Hardware break/fix: desktops, laptops, docks, monitors, peripherals. Printer/scanner support: TCP/IP printing, queues, print servers, driver issues. Network basics: TCP/IP, DNS, DHCP, VLANs, Wi-Fi; LAN/WAN connectivity & VPN clients. Account & access support: Active Directory/Azure AD basics, Group Policy, password/account unlocks. Productivity stack:

Microsoft 365/Office apps troubleshooting, Outlook profile issues. Mobile device support: iOS/Android setup, email profiles, basic MDM (Intune/Workspace ONE) exposure. Ticketing & SLAs: ServiceNow/Remedy/Jira (or similar), incident/problem tracking, documentation. Customer service & VIP support: clear communication with non-technical users, urgency, discretion. Scripting basics: PowerShell for routine tasks (drivers, printers, inventory, log collection). Safety & handling: ESD practices, RMA/warranty processes, asset handling. Nice-to-haveMECM/SCCM/Intune packaging & deployments; BitLocker, Defender, macOS basics; Linux live media for diagnostics. ITIL v4 familiarity (Incident/Problem/Change). Driving license/onsite coverage experience across multiple sites.

CompTIA A+ (core), Network+; Microsoft MD-100/102 (Windows Client), MS-900; ITIL v4 Foundation. Experience level - 3–5 years deskside/field/desktop support in a large enterprise environment.