Desktop EUC L1 – End User Support Technician

About the role

We are looking for a Desktop EUC L1 technician to deliver day‑to‑day local and remote desktop support for end‑users. The role involves answering inbound calls, troubleshooting hardware, software and application issues, and documenting all actions in our ticketing system.

Key responsibilities

• Provide on‑site, walk‑up and remote desktop support to employees.
• Receive and resolve inbound support calls, ensuring timely customer satisfaction.
• Diagnose and repair hardware, software and application problems on Windows and iOS devices.
• Document incidents, resolutions and work‑arounds in the ticketing platform.
• Coordinate PC fulfillment, including Autopilot deployment, re‑imaging and asset import.
• Perform PC diagnostics, sanitation and manage recycle pickup requests.
• Process software provisioning, printer configuration and miscellaneous service requests such as return labels.

Required profile

• Experience in “smart‑hands” support and end‑user interaction.
• Background in IT hardware and software asset management, including inventory control.
• Familiarity with the ServiceNow asset management module and lifecycle stages.
• Ability to work across multiple shifts and collaborate with supervisors and managers.

Required skills

• ServiceNow (asset and incident management).
• Microsoft Office suite.
• Windows operating system troubleshooting.
• iOS device support.
• PC diagnostics and sanitation tools.
• Autopilot deployment and Windows re‑image processes.