Desk Side Support Technician; EUC

Regional Support

• Occasional travel of approximately 2 hours.
• Preferred to be based in the Northeast Region – Fairburn, GA.
• 24/7 on‑call support.

The deskside support member should have strong technical knowledge and hands‑on experience with the following technologies:

• Basic network configuration and troubleshooting (static IP, DHCP, DNS).
• Microsoft 365 support.
• Print and file share services.
• Hardware break‑fix/replacements.
• Patch management.
• Application installation and troubleshooting.

• Over 5 years of hands‑on experience in desktop support and end‑user computing.
• Skilled in Microsoft Windows OS (Windows 10/11) administration, deployment, and troubleshooting.
• Proficient in Microsoft 365 support (Outlook, Teams, One Drive, SharePoint, Office apps).
• Strong experience with endpoint security tools such as Defender for Endpoint, Crowd Strike, Bit Locker, and secure boot.
• Experienced in using tools like SCCM, Intune.
• End‑to‑end knowledge of desktop/laptop lifecycle – from build and deployment to maintenance and decommissioning.
• Provide support for hardware (PCs, printers, scanners, smartphones) and software issues, including VPN troubleshooting.
• Comfortable with remote support tools such as RDP, Team Viewer, Any Desk, and enterprise solutions.
• Capable of documenting solutions and creating user‑friendly knowledge‑base articles.
• Work collaboratively with IT teams to maintain a stable and efficient desktop environment.
• Experienced in working in a global delivery model with strong communication, analytical, and time‑management skills.
• Proactive, detail‑oriented, and passionate about improving end‑user experience through reliable IT support.

• General support and troubleshooting for all end‑client technology devices.
• Remote and/or onsite end‑user support for all technology‑related issues.
• Assist with device installation, replacement, and refresh as needed (desktops, laptops, tablets, mobile devices, scanners, and printers).
• Document Service Now incidents assigned to the support team.
• Coordinate and assist with field‑focused technology app/tool testing and implementations, including end‑user training.
• Support the Mobile Operations Command Center (MOCC).
• Assist the TFO team with quarterly maintenance.
• Provide onsite end‑user support when MOCC is deployed.
• Conduct regular walkthroughs at field locations.
• Perform checks of technology devices and connectivity.
• Identify unused and/or under‑utilized devices for possible removal.
• Document inventory of technology devices at each location.
• Remove unused devices from field locations.
• Retrieve RMA’d (damaged) devices from end users.
• Recover devices from terminated employees.
• Document all reclaimed devices before shipping to the warehouse.

• ITIL V4 Foundation
• Microsoft MD‑102:
  Endpoint Administration
• Microsoft 365 Certified:
  Fundamentals – MS