Desktop Engineer / End User Computing (EUC) Engineer

Role Summary

We are seeking a hands-on Desktop Engineer to support enterprise laptop refresh and end-user computing initiatives. This role is responsible for imaging and configuring new touchscreen laptops, coordinating shipment and return logistics, maintaining asset inventory records, and providing remote user support to ensure successful device deployment. The ideal candidate combines technical desktop support skills with strong customer service and project coordination capabilities.

Key Responsibilities

Laptop Deployment & Refresh

• Configure, image, and deploy Windows-based touchscreen laptops and mobile devices.
• Install and validate standard enterprise software, security tools, and configurations.
• Perform device setup, testing, and quality assurance prior to shipment.
• Execute laptop refresh and replacement programs for remote and onsite users.
• Migrate user profiles, files, settings, and applications from existing devices to new hardware.

Asset Management & Inventory

• Track and maintain inventory of laptops, peripherals, docking stations, monitors, and accessories.
• Manage asset lifecycle from procurement through deployment, recovery, and disposal.
• Update asset repositories and CMDB records with accurate device information.
• Monitor inventory levels and coordinate hardware ordering as needed.

Shipping & Logistics Coordination

• Coordinate shipment of new devices directly to remote users and client locations.
• Create shipping labels and track delivery status.
• Manage return logistics for old equipment.
• Ensure returned devices are received, documented, wiped, and processed according to security policies.
• Work with vendors, shipping providers, and internal teams to resolve delivery issues.

Remote User Support

• Provide phone, Teams, and remote support to end users during device setup and activation.
• Assist users with VPN, Microsoft 365, email, MFA, printers, and network connectivity issues.
• Guide employees through laptop migration and onboarding processes.
• Troubleshoot hardware and software issues remotely and escalate when appropriate.
• Deliver a positive user experience throughout deployment activities.

Technical Support

• Support Windows 10/11 operating systems and enterprise desktop environments.
• Troubleshoot device performance, security, connectivity, and application issues.
• Support Microsoft 365, Active Directory, Intune, SCCM/MECM, VPN, and endpoint security solutions.
• Create and maintain deployment, support, and troubleshooting documentation.

Required Qualifications

• 3+ years of Desktop Support, EUC, or Desktop Engineering experience.
• Experience imaging and deploying Windows laptops at scale.
• Knowledge of Microsoft Windows 10/11 administration.
• Experience with Microsoft Intune, Autopilot, SCCM/MECM, or similar endpoint management tools.
• Familiarity with Active Directory, Azure AD (Entra ID), and Microsoft 365.
• Experience supporting remote users via phone and remote-control tools.
• Strong organizational and inventory management skills.
• Excellent communication and customer service abilities.

Preferred Qualifications

• Experience supporting large-scale laptop refresh programs (500+ users).
• Knowledge of asset management platforms and CMDB tools.
• Experience with ServiceNow or other ITSM tools.
• A+, Microsoft, or ITIL certification.
• Experience supporting touchscreen and mobile device deployments.

Key Skills

• Laptop Imaging & Deployment
• Windows 10/11 Administration
• Microsoft Intune / Autopilot
• SCCM / MECM
• Microsoft 365 Support
• Active Directory / Entra ID
• Asset & Inventory Management
• Shipping & Logistics Coordination
• Remote End User Support
• Hardware Refresh Programs
• ServiceNow
• Customer Service & Communication

Success Metrics

• Successful deployment of new laptops with minimal user disruption.
• Accurate inventory and asset tracking.
• Timely shipment and recovery of devices.
• High end-user satisfaction scores.
• Reduced deployment and setup issues through proactive support.
• Compliance with device security and lifecycle management standards.