Job Overview

We are looking for an experienced Deskside Technician - End User Computing (EUC) to provide onsite technical support, troubleshoot hardware and software issues, and maintain end-user computing devices in a corporate environment.

The successful candidate will be responsible for incident resolution, device installation and configuration, inventory management, network connectivity, and ensuring compliance with Service Level Agreements (SLAs).

Key Responsibilities

• Onsite Technical Support: Provide onsite technical assistance to authorized users and resolve EUC-related incidents within agreed SLAs.

• Hardware Troubleshooting: Install, configure, upgrade, repair, and maintain desktops, laptops, monitors, docking stations, and peripherals.

• Software Support: Troubleshoot operating system and application issues, including Windows and Microsoft Office 365.

• Incident Management: Log, update, track, and resolve incidents and service requests using ServiceNow or other IT service management tools.

• IT Asset Management: Maintain accurate inventory records, track equipment allocation, and manage device replacements.

• Network Connectivity: Troubleshoot LAN, WAN, Wi-Fi, printer, scanner, and corporate network connectivity issues.

• Printer and Scanner Support: Configure network printers, scanners, IP addresses, print queues, and TCP/IP printing services.

• Mobile Device Support: Configure, troubleshoot, repair, and maintain mobile devices and other mobile computing platforms.

• Imaging and Deployment: Support operating system imaging, deployment, upgrades, and migrations using tools such as SCCM and MDT.

• Backup and Recovery: Configure and support data backup, recovery, and system restoration processes.

• macOS Support: Assist with macOS device deployment, configuration, and troubleshooting.

• VIP Support: Provide priority technical support for authorized VIP users and their computing, display, communication, and conferencing equipment.

• Problem Management: Identify recurring technical issues, perform root-cause analysis where appropriate, and recommend preventive measures.

• Stakeholder Communication: Communicate technical issues and resolutions clearly to technical teams, end users, and relevant stakeholders.

• Reporting and Documentation: Maintain accurate incident records, update the problem management database, and provide timely service updates.

• Preventive Maintenance: Perform routine checks and maintenance to ensure the reliability and availability of end-user computing equipment.

Job Requirements and Qualifications

Essential Requirements

• Minimum 5 years of relevant experience in deskside support, desktop support, or end-user computing support.

• Hands-on experience troubleshooting desktops, laptops, operating systems, and peripheral devices.

• Experience using ServiceNow or a similar IT service management ticketing platform.

• Experience with IT inventory and asset management.

• Knowledge of Windows operating systems, including Windows 10 and Windows 7 environments.

• Experience with operating system imaging and deployment tools such as SCCM and MDT.

• Good knowledge of Microsoft Office 365 applications.

• Experience configuring hardware, software, network connectivity, and user access to IT resources.

• Knowledge of data backup and recovery procedures.

• Experience supporting mobile computing devices and corporate network printers.

• Ability to communicate technical information clearly to technical and non-technical users.

Preferred Qualifications

• Experience supporting macOS devices.

• Experience working in a large enterprise IT environment.

• Experience providing VIP or executive-level IT support.

• Knowledge of incident management, problem management, and SLA-based service delivery.

Certification

• CompTIA A+ Certification - Required as specified in the original job requirements.

Key Skills

• Deskside Support

• End User Computing (EUC)

• Desktop and Laptop Troubleshooting

• Windows 10 and Windows 7

• Microsoft Office 365

• ServiceNow Ticketing Tool

• SCCM and MDT

• IT Asset and Inventory Management

• Hardware and Software Installation

• Network Troubleshooting

• LAN/WAN Connectivity

• Printer and Scanner Configuration

• macOS Support

• Mobile Device Support

• Data Backup and Recovery

• Incident and Problem Management

• VIP Technical Support

• SLA Management