Desktop Support Technician

POSITION SUMMARY
The EUC Support Engineer is responsible for providing end-user computing (EUC) support across the organization, ensuring reliable and secure access to endpoint devices, operating systems, applications, and connectivity services. This role focuses on laptop provisioning, imaging, endpoint lifecycle management, troubleshooting, compliance, patching, and user support activities. The EUC Support Engineer will work closely with Infrastructure, Network, Cybersecurity, and Service Desk teams to deliver a high-quality end-user experience while maintaining operational standards and security compliance.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Provide end-user computing (EUC) support, including laptop provisioning, configuration, imaging, deployment, and troubleshooting.
• Diagnose and resolve hardware, operating system, application, and peripheral issues to minimize user downtime.
• Support desktop, laptop, docking station, printer, and mobile device-related incidents and requests.
• Assist users with software installations, upgrades, and configuration requirements.
• Perform routine system health checks and preventive maintenance activities on endpoint devices.
• Deliver technical support for both onsite and remote users. Endpoint Compliance & Lifecycle Management
• Manage endpoint compliance activities, including operating system patching, antivirus updates, encryption, and security policy enforcement.
• Support device lifecycle management, including onboarding, asset tracking, refresh programs, redeployment, and decommissioning.
• Maintain accurate inventory records and asset management documentation.
• Ensure endpoint configurations comply with organizational standards and cybersecurity requirements.
• Coordinate hardware replacement and warranty support activities when required. Network Connectivity & User Support
• Troubleshoot and resolve user issues related to VPN access, network connectivity, wireless access, authentication, and application performance.
• Support Active Directory account management, password resets, user provisioning, and access-related requests.
• Assist with Microsoft 365, collaboration tools, and productivity applications.
• Escalate complex infrastructure, networking, or security-related issues to appropriate teams and assist with resolution eUorts.

Incident, Change & Service Management

• Manage incidents and service requests through ITSM platforms, ensuring timely resolution within established SLAs.
• Support change management activities related to endpoint deployments, software upgrades, and user environment modifications.
• Participate in problem management activities and contribute to root cause analysis eUorts.
• Maintain detailed ticket documentation and resolution records. Collaboration & Continuous Improvement
• Collaborate with Infrastructure, Network, Cybersecurity, and Operations teams to support business initiatives and technology improvements.
• Develop and maintain SOPs, knowledge base articles, and support documentation.
• Identify opportunities to improve endpoint management processes and user experience.
• Participate in endpoint modernization and workplace technology initiatives.

MINIMUM QUALIFICATIONS

• 3+ years of experience providing end-user computing or desktop support in an enterprise environment.
• Experience with laptop provisioning, imaging, deployment, and endpoint management tools.
• Experience supporting Windows operating systems, Microsoft 365, and enterprise applications.
• Experience troubleshooting VPN, network connectivity, authentication, and endpoint security issues.
• Experience using ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
• Experience with asset management and endpoint lifecycle processes.

Certifications (Preferred)
? Microsoft Certified: Modern Desktop Administrator Associate
? CompTIA Network+
? CompTIA Security+
? CompTIA A+
? ITIL Foundation Certification

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

Technical Skills

• Strong knowledge of Windows operating systems and endpoint management.
• Experience with laptop imaging, provisioning, deployment, and endpoint lifecycle management.
• Understanding of endpoint compliance, patch management, antivirus, and security controls.
• Knowledge of Active Directory, Microsoft 365, Azure AD, and user account administration.
• Experience troubleshooting VPN connectivity, authentication, networking, and applicationrelated issues.
• Familiarity with ITSM platforms and service management processes.
• Understanding of asset management and inventory tracking practices.

Professional Skills

• Excellent troubleshooting and problem-solving abilities.
• Strong customer service and communication skills.
• Ability to prioritize and manage multiple support requests eUectively.
• Strong documentation and organizational skills.
• Ability to work independently and collaboratively within cross-functional teams.
• Commitment to delivering a high-quality end-user experience.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
The demands below are representative of those required to perform this role's essential
functions. Reasonable accommodations will be made for qualified individuals with disabilities
in accordance with applicable laws.
? Regularly required to sit, stand, walk, and use computers and oUice equipment.
? Work is performed primarily in an oUice or hybrid work environment.
? May require occasional travel between oUice locations or client sites.
? Ability to participate in audit meetings, compliance reviews, and cross-functional workshops.
? May occasionally support after-hours compliance activities related to audits, assessments, or remediation eUorts.

EQUAL EMPLOYMENT OPPORTUNITY
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable law. Applicants requiring reasonable accommodation during the hiring process should contact Human Resources in advance.

DISCLAIMER
This job description outlines the general nature and scope of the role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify responsibilities as business needs evolve.