Desktop Support

Job Title: Desktop Support
Location - Carlsbad, CA
FTE Only

Job Description

Must Have Technical/Functional Skills

Ø Team leadership experience, handling L1/L2 desktop support engineers.

Ø Ability to prioritize & manage EUC operations across multiple locations/users.

Ø Stakeholder management with business, IT leadership, vendors, and OEM partners.

Ø Process ownership for incident, request, and problem management within EUC.

Ø Experience driving service improvements, automation initiatives, and RCA preparation.

Ø Ability to handle escalations, perform SLA management, and drive customer satisfaction.

Ø Documentation & reporting skills: SOPs, dashboards, weekly/monthly performance reports.

Ø Strong expertise in End User Computing (EUC) technologies including Windows 10/11, MacOS, and standard desktop/laptop hardware.

Ø Mac Book support for VIPs and non-VIP users

Ø Advanced troubleshooting skills across desktop, laptop, thin clients, VDI, mobility devices, and peripheral equipment.

Ø Hands on experience with ITSM tools (Service Now, Remedy, or similar) for incident, service request, CMDB

Ø Proficiency in Active Directory (AD):
User administration

Ø Experience with O365/M365 suite, including Outlook, Teams, One Drive, SharePoint support.

Ø Strong knowledge of SCCM/Intune (Microsoft Endpoint Configuration Manager):

Ø Image deployment

Ø Patch management

Ø Network basics: TCP/IP, DNS, DHCP, VPN troubleshooting.