EUC/Desktop Engineer
The Deskside Technician provides on site and remote technical support to end users, ensuring timely resolution of hardware, software, and connectivity issues. The role focuses on incident resolution, service requests, device lifecycle (asset) management, and VIP support, working closely with Service Desk, Infrastructure, and Security teams to meet defined SLAs for deskside response and resolution
End User Support
• Provide on site deskside support for laptops, desktops, monitors, printers, peripherals, mobile devices, and accessories
• Diagnose and resolve hardware, OS, and application issues (Windows)
• Support network connectivity issues, including LAN, Wi Fi, VPN, and docking stations
• Respond to deskside incidents and service requests within agreed SLA response and resolution targets
• Log, update, and close tickets accurately in the ITSM tool, maintaining clear user communication
• Coordinate escalations to L2/L3 teams when required and track issues to closure
• Perform IMACD activities (Install, Move, Add, Change, Dispose) for end user devices
• Support user onboarding and offboarding, including device setup, access verification, and asset recovery
• Maintain accurate asset inventory and documentation
• Install, configure, and troubleshoot standard enterprise applications
• Assist with Active Directory tasks, account access issues, and MFA related problems (where applicable)
• Provide priority deskside support for VIP users, ensuring minimal business disruption
• Maintain professionalism, confidentiality, and high customer satisfaction
• Adhere to ITIL based processes for Incident, Request, Change, and Problem Management
• Contribute to knowledge base articles and documentation to improve first time fix rates
• Participate in audits, compliance checks, and continuous service improvement activities
Technical Skills
• Strong hands on experience with Windows OS, laptops, desktops, and peripherals
• Working knowledge of Active Directory, Office 365, VPN, and enterprise security tools
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi Fi)
Professional Skills
• Excellent customer service and communication skills
• Ability to manage multiple tickets and prioritize effectively
• Comfortable working in SLA driven enterprise environments
• Work from Office all the days
• May require walking between floors/buildings and lifting IT equipment
• May require travel to other office locations within New York city
• Support during business hours with flexibility for critical incidents
• SLA adherence for deskside response and resolution
• First time resolution rate
• Ticket quality and documentation accuracy
• End user satisfaction (CSAT)
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