EUC Administrator / Desktop Support

 

Job Description
Must Have Technical/Functional Skills
 Core EUC Support Skills
• Windows 10/11 troubleshooting
• Hardware & software issue resolution
• Active Directory (user management, group policies)
• Remote support tools (AnyDesk, TeamViewer, SCCM Remote Control)
Remote Access & Connectivity
• Remote Desktop Protocol (RDP)
• Citrix / VMware Horizon (VDI environments)
• VPN troubleshooting (Cisco AnyConnect, Pulse Secure, Fortinet, etc.)
Hardware & Peripherals
• Printer troubleshooting (network printers, drivers, spooler services)
• Laptop/Desktop imaging and support
Application & Productivity Tools
• Microsoft Office 365 troubleshooting
• Microsoft Teams, OneDrive, SharePoint support
• Email troubleshooting (Exchange / Outlook issues)
Soft IMAC (Install, Move, Add, Change)
• Application deployment & remediation
• Software packaging basics
• Patch management support
Endpoint Management Tools
• SCCM (Microsoft Endpoint Configuration Manager) – Basic knowledge
• Microsoft Intune – Device & application management
• Group Policy (GPO)
Roles & Responsibilities
• Provide L2/L3 technical support for end-user computing environments.
• Troubleshoot remote desktop issues (RDP, VDI, Citrix) and ensure seamless access.
• Diagnose and resolve printer-related issues (network printers, driver issues, print queues).
• Support Microsoft Office 365 / Office Suite troubleshooting (Outlook, Teams, Excel, Word, PowerPoint).
• Perform VPN troubleshooting (connectivity, authentication, latency issues).
• Handle Application Remediation (Soft IMAC activities):
o Software installations, upgrades, patching
o Application compatibility fixes
o Packaging and deployment support
• Manage incident, service request, and problem tickets within SLA timelines.
• Perform root cause analysis (RCA) for recurring issues.
• Support device configuration and endpoint management.
• Collaborate with IT infrastructure teams for escalations and service improvements.
• Maintain know ledge base and documentation for known issues.
Generic Managerial Skills, If any
• Strong troubleshooting & analytical skills
• Customer-centric mindset
• Ability to manage multiple priorities
• Excellent communication skills