Desktop EUC Level 1 Support Engineer

About the role

The Desktop EUC L1 position is responsible for managing desktop hardware, software and connectivity incidents from start to resolution. The role provides on‑site and remote support for laptops, desktops and related devices throughout their lifecycle.

Key responsibilities

• Manage desktop device incidents, including hardware, software and connectivity issues, through to resolution.
• Provide IMAC (Install, Move, Add, Change) and desk‑side support services.
• Perform hard‑ and soft‑break‑fix services for laptops and desktops.
• Maintain standard hardware and software, including operating systems and office applications, for field users.
• Configure, patch, and replace hardware using vendor‑provided spares.
• Analyze service‑desk calls to identify training needs and automation opportunities.
• Ensure each desktop is installed with the correct image and monitor security/anti‑virus compliance.
• Offer VIP desk‑side support and act as the primary IT contact when other teams are unavailable.

Required profile

• Associate degree in electronics or related field; Bachelor’s degree preferred.
• Knowledge of Windows 7, Active Directory and smart‑hands support.
• Familiarity with ITIL processes (Incident, Change, Problem, Service Request) and spare stock management.
• Experience with ServiceNow or similar service‑management tools.

Required skills

• Windows 7 operating system
• Active Directory (AD)
• ServiceNow (or comparable service‑management tool)
• EUC tools and remote support utilities
• Microsoft Office and Outlook
• Lync, VPN and mobile device support
• ITIL process knowledge