Job Title: Desktop Support
Location – Carlsbad, CA
FTE Only
Job Description
Must Have Technical/Functional Skills
Ø Team leadership experience, handling L1/L2 desktop support engineers.
Ø Ability to prioritize & manage EUC operations across multiple locations/users.
Ø Stakeholder management with business, IT leadership, vendors, and OEM partners.
Ø Process ownership for incident, request, and problem management within EUC.
Ø Experience driving service improvements, automation initiatives, and RCA preparation.
Ø Ability to handle escalations, perform SLA management, and drive customer satisfaction.
Ø Documentation & reporting skills: SOPs, dashboards, weekly/monthly performance reports.
Ø Strong expertise in End User Computing (EUC) technologies including Windows 10/11, MacOS, and standard desktop/laptop hardware.
Ø MacBook support for VIPs and non-VIP users
Ø Advanced troubleshooting skills across desktop, laptop, thin clients, VDI, mobility devices, and peripheral equipment.
Ø Hands on experience with ITSM tools (ServiceNow, Remedy, or similar) for incident, service request, CMDB
Ø Proficiency in Active Directory (AD): User administration
Ø Experience with O365/M365 suite, including Outlook, Teams, OneDrive, SharePoint support.
Ø Strong knowledge of SCCM/Intune (Microsoft Endpoint Configuration Manager):
Ø Image deployment
Ø Patch management
Ø Network basics: TCP/IP, DNS, DHCP, VPN troubleshooting.