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Sharp Brains Solutions Linkedin · Posted 1mo ago

Information Technology Desktop Support

Arecibo

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Indexed description

End User Computing (Desktop Support) L1 – Onsite

Job Type: Onsite | Full-Time

Experience: 2–4 Years

Job Summary

We are looking for an End User Computing (EUC) / Desktop Support Engineer – L1 to provide onsite IT support for desktop users, hardware, software, connectivity, and workplace technology. The ideal candidate should have hands-on experience with Windows environments, desktop/laptop troubleshooting, IMAC services, SCCM/Intune, and IT service management tools.

Key Responsibilities

  • Provide onsite L1 desktop and end-user support for hardware, software, and connectivity incidents.
  • Troubleshoot and resolve Windows desktop/laptop issues through to resolution.
  • Perform IMAC (Install, Move, Add & Change) and desk-side support services.
  • Handle hardware and software break-fix support for desktops, laptops, printers, and peripherals.
  • Install, configure, maintain, and replace desktop hardware and approved software.
  • Support operating systems, MS Office, Outlook, VPN, and other standard business applications.
  • Deploy and maintain software, patches, updates, and desktop images using SCCM and Microsoft Intune.
  • Monitor software distribution, device inventory, compliance, and reporting.
  • Troubleshoot basic Active Directory and SCCM-related issues.
  • Use ServiceNow or similar ITSM tools to log, update, track, and close incidents and service requests.
  • Provide remote support using approved EUC and remote-management tools when required.
  • Monitor endpoint security profiles and antivirus compliance and take corrective action when required.
  • Support printers, scanners, mobile devices, tablets, and other workplace peripherals.
  • Provide VIP desk-side support and act as the onsite IT point of contact when other IT teams are unavailable.
  • Analyze recurring incidents and recommend user training or automation opportunities.
  • Perform smart hands and feet activities, including basic physical IT infrastructure support.
  • Maintain accurate documentation of devices, incidents, changes, and support activities.

Required Skills

  • 2–4 years of experience in onsite desktop/EUC support.
  • Strong knowledge of Windows OS and desktop troubleshooting.
  • Hands-on experience with SCCM / Microsoft Configuration Manager.
  • Experience with Microsoft Intune and endpoint management.
  • Experience with ServiceNow or other ITSM tools.
  • Good knowledge of Microsoft Office and Outlook.
  • Experience with hardware/software break-fix and IMAC services.
  • Knowledge of Active Directory and basic user/device administration.
  • Understanding of VPN and remote-support technologies.
  • Strong troubleshooting, communication, and customer-service skills.

Good to Have

  • Experience supporting macOS, iPads/tablets, and mobile devices.
  • Knowledge of Lync/Microsoft Teams.
  • Smart hands and feet support experience.
  • Printer and scanner administration experience.
  • Experience providing VIP/executive IT support.
  • ITIL certification or relevant IT support certification.


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