EUC onsite Engineer/ Desktop Engineer

End User Desktop Support Technician On-Site Technical Support | 2–4 Years Experience | Full-Time

About the Role

We are looking for a hands-on, customer-focused End User Desktop Support Technician to join our IT team. In this role, you will provide day-to-day on-site technical support to our employees across Mac, Windows laptops, and mobile devices. You will own issues end-to-end — from first contact through resolution — and play an active role in managing the lifecycle of our hardware assets.

Key Responsibilities

On-Site Technical Support

•Provide in-person, hands-on technical support for macOS and Windows laptops, desktops, and mobile devices (iOS/Android)

•Diagnose and resolve hardware and software issues on-site, including peripheral setup, OS troubleshooting, and connectivity problems

•Support AV equipment, printers, and conference room technology

•Set up and configure new devices for onboarding employees, including account provisioning and software installation

•Maintain a clean, organized workspace and ensure all equipment is functioning correctly

Mac & Laptop Support

•Perform hardware and software troubleshooting on macOS (including recent versions such as Sequoia) and Windows environments

•Manage and execute device imaging and deployment processes using tools such as Jamf, Intune, or similar MDM solutions

•Apply OS updates, patches, and configuration profiles to ensure security compliance

Asset Management

•Maintain accurate records of all hardware assets throughout their full lifecycle — procurement, deployment, refresh, and retirement

•Conduct periodic audits of hardware inventory and reconcile with the asset management system

•Coordinate device refresh cycles and manage timely retirement or disposal of end-of-life equipment

•Track and manage software licenses and accessory inventory

AV & Network Troubleshooting

•Provide hands-on support for conference room AV setups including displays, projectors, video conferencing systems (Zoom Rooms, Google Meet hardware, etc.), and audio equipment

•Troubleshoot and resolve AV connectivity issues such as HDMI/adapter problems, screen sharing failures, and audio/video sync issues

•Perform basic network troubleshooting including diagnosing Wi-Fi connectivity issues, switching between SSIDs, and identifying IP conflicts

•Coordinate with the network/infrastructure team for issues beyond first-level resolution, with clear and accurate handoff documentation

•Assist with basic switch port checks, cable patching, and escalating structured cabling issues where needed

ITSM & Ticketing

•Log, track, prioritize, and resolve support tickets using ServiceNow or a similar ITSM platform

•Maintain accurate ticket documentation including resolution notes and time tracking

•Identify recurring issues and escalate appropriately or propose preventive solutions

•Meet defined SLA targets for ticket response and resolution times

Requirements

Experience & Skills

•2–4 years of hands-on experience in a desktop support or IT helpdesk role

•Proven on-site support experience — this is not a remote-only role

•Strong proficiency with macOS troubleshooting (hardware and software) and familiarity with Apple ecosystem

•Working knowledge of Windows 10/11 and common enterprise applications (Microsoft 365, etc.)

•Hands-on experience with device imaging and deployment processes

•Solid understanding of hardware asset lifecycle management

•Practical experience with an ITSM tool such as ServiceNow, Jira Service Management, or equivalent

•Familiarity with MDM platforms such as Jamf Pro or Microsoft Intune

•Basic network troubleshooting skills — Wi-Fi connectivity, DNS/DHCP, VPN clients, IP conflicts, and knowing when to escalate to the network team

•Hands-on AV troubleshooting experience — conference room displays, projectors, video conferencing platforms (Zoom Rooms, Google Meet, Teams), and audio/video peripherals

Soft Skills

•Strong customer service mindset with clear and professional communication

•Ability to work independently, prioritize effectively, and manage multiple open tickets

•Collaborative team player who can also take full ownership of issues

•Detail-oriented with a commitment to accurate documentation

Nice to Have

•Apple Certified Support Professional (ACSP) or equivalent certification

•CompTIA A+ or similar hardware certification