Desktop Support Engineer – End User Computing (EUC) Support

Desktop Support Engineer (EUC) provides onsite deskside support across end user computing, peripherals, and VIP/white-glove executive environments in Johnston, RI.

Responsibilities

• Troubleshoot, repair, and perform preventative maintenance for end user computing and peripheral equipment at the corporate location
• Deliver onsite operational and technical support to Authorized Users while meeting specified SLAs
• Resolve EUC incident and problem tickets through reactive troubleshooting and identification of potential future issues
• Support Authorized Users with corporate network connectivity, including coordination and completion of access to LAN, print, and file services
• Assist with WAN connectivity and access to appropriate LAN segments
• Provide repair and maintenance for mobile devices
• Install, upgrade, and repair EUC hardware, including desktops, laptops, monitors, and associated peripherals
• Perform software break/fix services and handle replacement of non-warranty assets for end users
• Support network printers and scanner connectivity, including device configuration, IP addressing, and direct TCP/IP output
• Provide VIP/white-glove, executive level support for end user equipment
• Perform warranty and break/fix support for networked printers
• Configure and support users on mobile computing platforms
• Support VIP equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, and related peripherals
• Create, change, and remove printer configurations and queues based on requests and SLA requirements
• Provide onsite hardware support and general troubleshooting for EUC-related technologies
• Maintain regular, accurate, and timely communication on customer requirements, including supervising assignments and coordinating with sales, operations, and branch office personnel
• Use problem management systems/databases to track and report on customer calls and requests
• Communicate technical details to both technical and non-technical stakeholders and customers
• Troubleshoot Win10 OS and O365
• Provide conference device support
• Support and troubleshoot SCCM client end installations
• Provide additional deskside support services as required
• Maintain 100% onsite coverage from the client office location

Requirements

• 3+ years of related work experience
• Sound knowledge of imaging tools: Ghost and MDT
• Sound knowledge of data backup and recovery tools: USMT
• Installing, upgrading, and migrating to Windows 10
• Deploying Windows 10 in large enterprise environments
• Experience configuring hardware and applications
• Experience configuring network connectivity and access to resources
• Experience configuring mobile computing
• Monitoring and maintaining systems running Windows 10
• Experience configuring backup and recovery options

Technologies

• mobile device management
• Win10 OS
• O365
• SCCM client
• Ghost
• MDT
• USMT
• Windows 10
• LAN
• WAN
• IP addressing
• direct TCP/IP output
• ServiceNow

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Certifications

• A+ Certification

Location: Johnston, RI (onsite) | Compensation: USD 23–25 per hour