IT Desktop Support Technician / EUC Engineer (Field Services)

Allied digital service limited is seeking an IT Desktop Support Technician / EUC Engineer (Field Services) for onsite work in New York, NY, supporting corporate offices in Manhattan. The role delivers end-to-end user support across Windows and macOS environments, following ITIL-aligned workflows through a ServiceNow-based ITSM process.

Working in a field services model, this position covers both desk-side and remote assistance for break-fix and proactive needs, including imaging, software support, asset lifecycle tasks, and coordination across multiple IT teams.

What you will do

• Provide L1 / L1.5 / L2 desktop support for users across corporate offices (NY 205 and 501, both near to each other).
• Handle break-fix support, service requests, and proactive support for end users.
• Deliver desk-side (Smart hands & feet) support as needed.
• Support remotely using tools including Citrix / Bomgar / remote tools.
• Follow ServiceNow-based ITIL processes, including Incident Management (ticket updates, SLA adherence, escalation) and Service Request Fulfillment.
• Maintain proper ticket documentation and ownership, with accurate assignment and minimal re-routing.
• Keep tickets continuously updated until resolution.
• Perform software installation, configuration, troubleshooting, and uninstallation.
• Support enterprise applications including M365 (Outlook, Teams, OneDrive) plus Business applications and retail tools.
• Complete system imaging and re-imaging:
  • Windows imaging using SCCM / Intune / MDT.
  • macOS imaging using Jamf or an equivalent approach.
• Support new hire onboarding setups.
• Support device refresh and decommission activities and contribute to zero/low-touch provisioning initiatives.
• Maintain baseline configurations aligned with PVH endpoint management & security policies.
• Support and maintain laptops, MacBooks, and desktops.
• Support printers, scanners, and POS devices used in retail environments.
• Maintain CMDB and asset inventory accuracy.
• Coordinate vendor support and warranty replacements.
• Provide full OS-level and application compatibility support, including VDI / remote desktop issues.
• Work closely with Global Service Desk, EUC / Digital Workplace teams, and Network, Security, Cloud, and Application teams.
• Participate in escalations and cross-functional incidents and support seasonal workload preparedness during finance / retail peaks.

Required experience

• Desktop support: 3 years (required).
• macOS support: 3 years (required).

Additional requirements

• Strong experience in Windows and macOS support.
• Strong experience with imaging tools including SCCM, Intune, and Jamf.
• Strong experience in the M365 ecosystem.
• Working knowledge of ServiceNow ITSM platform and ServiceNow-based ITIL processes.
• Working knowledge of Active Directory and Azure AD.
• Working knowledge of VDI (Citrix / VMware).
• Understanding of endpoint security and compliance.
• Strong customer handling and communication.
• Ability to operate in SLA-driven, high-volume environments.
• Analytical troubleshooting skills with an ownership mindset.

Technologies

• Windows, macOS
• Citrix, Bomgar
• ServiceNow, ITIL, ServiceNow-based ITIL processes
• M365: Microsoft Teams, Outlook, OneDrive
• SCCM, Intune, MDT
• Jamf
• PVH endpoint management & security policies
• CMDB, Active Directory, Azure AD
• VDI, VMware, VDI / remote desktop issues, VDI Macs where applicable

Role details

• Location: New York, NY (onsite), in person
• Job type: Contract
• Hourly rate: USD 38 - 44 per hour
• Project duration: 30 days
• Position: IT Desktop Support Technician / EUC Engineer (Field Services)
• Field services / desk-side support: Responsible for delivering end-to-end user support services across corporate offices at NY 205 in Manhattan

Shifts

• Shift 1: Wed to Sun, 7am-3pm ($44.00/hr all inclusive)
• Shift 2: Wed to Sun, 12pm-8pm ($44.00/hr all inclusive)
• Shift 3: Tue to Sat, 9am-5pm ($38.00/hr all inclusive)