The position of Desktop Support Engineer End User Computing performs troubleshooting repair and
preventative maintenance of end-user computing equipment and peripheral equipment at corporate
locations.
The candidate works on assignments of a diverse scope where analysis of data and hardware
requires evaluation of identifiable factors. The candidate exercises judgment with supervision
within the generally defined practices and policies in selecting methods and techniques for
obtaining solutions and acts as a liaison between customers departments and within the
organization to lead problem resolution.
Essential duties for the position include but are not limited to the following:
Provide onsite support to Authorized Users with operational and technical support and to
meet specified SLAs
Resolve incidents and problems associated with EUC equipment
Perform reactive troubleshooting to effectively identify potential incidents or problems and
attempt to eliminate them to occur in the future
Support Authorized Users in connecting or attempting to connect to corporate network and
assist in the coordination and completion of accessing LAN print and file services;
connection to WAN; and accessing appropriate LAN segments
Provide repair and maintenance for mobile devices
Install upgrade and repair EUC equipment (desktops laptops monitors and associated
peripherals)
Provide software break/fix services and replacement of non-warranty assets for end users
Provide network printers and scanner network connectivity including providing network
support for device configuration for IP addressing and direct TCP/IP output
Provide warranty and break/fix support for networked printers and scanners
Configure and support end users on mobile computing platforms
Provide VIP support for equipment including desktop devices mobile devices display
screens video systems docking stations communication devices direct attached printers
local printers scanners wireless networking etc
Create change and remove printer configurations and queues based on requests and in
accordance with SLAs
Provide on-site hardware support for general troubleshooting and problems for end user
computing technologies
Provide regular accurate and timely feedback regarding customer requirements which shall
include supervising assignments and maintaining timely communication with sales
operations and branch office personnel.
Utilize problem management database and systems to track and report on customer calls and
requests.
Communicate technical information to technical and non-technical team and customers.
Deskside support services as required.
Requirements
Windows endpoint build & imaging: MDT Ghost; USMT for user data migration/backups.
Windows 10 deployment upgrade and troubleshooting (Win 11 exposure a plus).
Hardware break/fix: desktops laptops docks monitors peripherals.
Printer/scanner support: TCP/IP printing queues print servers driver issues.
Network basics: TCP/IP DNS DHCP VLANs Wi-Fi; LAN/WAN connectivity & VPN clients.
Account & access support: Active Directory/Azure AD basics Group Policy password/account unlocks.
Productivity stack: Microsoft 365/Office apps troubleshooting Outlook profile issues.
Mobile device support: iOS/Android setup email profiles basic MDM (Intune/Workspace ONE) exposure.
Ticketing & SLAs: ServiceNow/Remedy/Jira (or similar) incident/problem tracking documentation.
Customer service & VIP support: clear communication with non-technical users urgency discretion.
Scripting basics: PowerShell for routine tasks (drivers printers inventory log collection).
Safety & handling: ESD practices RMA/warranty processes asset handling.
Nice-to-have
MECM/SCCM/Intune packaging & deployments; BitLocker Defender macOS basics; Linux live media for diagnostics.
ITIL v4 familiarity (Incident/Problem/Change).
Driving license/onsite coverage experience across multiple sites.
CompTIA A (core) Network; Microsoft MD-100/102 (Windows Client) MS-900; ITIL v4 Foundation.
Experience level - 3 5 years deskside/field/desktop support in a large enterprise environment.
We are seeking a highly capable and customer-focused IT Support Specialist to join our End User Computing (EUC) team in Canada. This role requires a proactive professional who can deliver outstanding technical support through multiple channels while ensuring high user satisfaction especially for executive and VIP users. Note: Candidates must be legally authorized to work in Canada. Visa sponsorship is not available for this role. Key Responsibilities Monitor multiple intake channels (phone, email, Slack, ServiceNow) and respond swiftly to user support requests. Deliver deskside and remote support to employees and VIPs, troubleshooting and resolving issues efficiently. Install, configure, maintain, and repair computers, peripherals, and mobile devices (Windows/macOS). Image and deploy laptops/desktops and install authorized software packages. Log and track all incidents using ServiceNow or other ITSM systems, maintaining detailed documentation. Support AV/VC systems for conference rooms and streaming live meetings. Provide technical assistance in IT asset lifecycle processes, including IMAC and technology refreshes. Assist with depot operations: hardware replacement, setup, and shipment. Perform inventory control and asset tagging, ensuring compliance with asset management protocols. Support password resets, account access issues, and enterprise software usage. Maintain adherence to all data privacy, security, and confidentiality policies. Collaborate with cross-functional IT teams to enhance service delivery and user satisfaction.
Education
Bachelor s degree in Computer Science, Information Technology, or a related field. (Alternatively, 2+ additional years of relevant IT experience may be considered.) 3 to 5 years of experience in a Deskside Support role, including at least 3 years of face-to-face user support. 3+ years of hands-on support experience for both macOS and Windows platforms. Solid understanding of basic networking concepts including VLANs, DHCP, and DNS. Proficiency in using tools such as Active Directory, SCCM, J
Desktop Support
