End User Support Specialist

Job Description – Desktop / EUC Support Specialist Role Overview

We are seeking an experienced Onsite Support Technician to manage desktop devices, provide deskside support, and ensure the smooth operation of end‑user computing environments. The role involves break/fix services, IMAC, software deployment, patch management, and VIP support.

• Provide onsite support with 2–4 years of experience in desktop/end‑user computing environments
• Manage Desktop Devices (hardware, software, and connectivity) incidents through to resolution
• Deliver IMAC (Install, Move, Add, Change) and deskside support services
• Perform hard and soft break/fix services for laptops and desktops
• Provide hardware and software support and maintenance for Desktop (Field Users) Devices throughout their lifecycle, including remote management using appropriate tools
• Support, manage, optimize, and maintain desktop configuration and installation, including:
• Patch updates
• Hardware replacements (spares provided by vendor)
• Utilize Service Management tools (e.g., Service Now)
• Leverage SCCM (System Center Configuration Manager) and Microsoft Intune for software deployment, patch management, and reporting
• Demonstrate expertise in EUC tools
  , remote support tools, MS Office, and Outlook
• Preferably have knowledge of Lync/Skype for Business
  , VPN
  , and mobile device support
• Analyze Service Desk calls and incident data to identify user training needs and automation opportunities
• Ensure each desktop device is installed with the appropriate desktop image
• Monitor security profiles and antivirus software on all devices; take corrective action for non‑compliance
• Provide VIP support for deskside issues and act as the onsite IT point of contact for all IT‑related matters when other support teams are unavailable (e.g., major incidents)
• Administer printers and scanners
• Troubleshoot and resolve issues related to Active Directory and SCCM
• Deploy, manage, and maintain software packages, updates, and patches using SCCM
• Monitor software distribution, manage inventory, and generate reports

• Knowledge of Active Directory and smart hands and feet support
• Experience supporting MAC devices and tablets

• 2–4 years of experience in onsite/desktop support
• Strong knowledge of Windows OS
• Experience with Service Now
  , SCCM
  , and Intune
• Proficiency in remote support tools and Microsoft Office/Outlook
• Familiarity with VPN
  , Lync/Skype for Business
  , and mobile device management
• Excellent communication and customer service skills
• Ability to work independently and manage multiple priorities
• Experience with break/fix
  , IMAC
  , and printer/scanner administration is preferred

• CompTIA A+, Network+
• Microsoft Certified:
  Modern Desktop Administrator Associate