Desktop EUC Level 1 Support Engineer

About the role

The Desktop EUC Level 1 Engineer will provide end‑user computing support for desktop and laptop devices, ensuring hardware, software and connectivity issues are resolved efficiently. This role includes on‑site assistance, remote management and VIP support for critical users.

Key responsibilities

• Manage desktop hardware, software and connectivity incidents from ticket creation to resolution.
• Perform IMAC (Install, Move, Add, Change) and break‑fix services for laptops and desktops.
• Maintain standard operating systems and office applications throughout the device lifecycle, including remote management and imaging.
• Apply patch updates, replace hardware components and monitor security/anti‑virus compliance.
• Analyze service‑desk data to identify training needs and automation opportunities.
• Provide VIP desk‑side support and act as the primary IT contact when other support teams are unavailable.

Required profile

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

Required skills

• Windows 7 operating system
• Active Directory
• ServiceNow (or comparable service‑management platform)
• EUC tools and remote support utilities
• Microsoft Office and Outlook
• Lync / Microsoft Teams
• VPN configuration and mobile device support
• Hardware break‑fix, imaging and patch management
• Anti‑virus monitoring and security compliance