Deskside Support Engineer

TECEZE; Sandusky (MI); On-site; USD 60,000 - 80,000; Full time

Job summary

TECEZE is seeking an End User Computing (EUC) / Desk Side Support Engineer to provide onsite IT support for end users in Sandusky, MI. The role involves troubleshooting hardware/software, imaging devices, and resolving incidents to meet SLA requirements.

The candidate should have 4–6 years in EUC/Desk Side Support, strong Windows 10/11 knowledge, and experience with imaging tools and ITSM platforms. ITIL/Microsoft certs preferred.

Qualifications

• 4-6 years of EUC/Desk Side Support experience.
• Strong Windows 10/11 knowledge.
• Experience with Office 365, Outlook, and Teams.
• Imaging and deployment tools: KDP, SCCM, MDT, Intune.
• Active Directory user management and password resets.
• Basic networking: TCP/IP, DNS, DHCP, VPN, LAN/Wi‑Fi.
• Familiar with ITSM tools (ServiceNow, Remedy, Jira).
• ITIL or Microsoft certifications preferred.

Responsibilities

• Provide onsite Desk Side Support for end-user IT issues.
• Troubleshoot and resolve desktop, laptop hardware, software, and peripherals.
• Install, configure, and replace desktops, laptops, monitors, printers, and accessories.
• Perform staging, imaging, and deployment of new devices using imaging tools.
• Resolve incidents and service requests within SLA timelines.
• Perform hardware diagnostics and coordinate warranty replacements.
• Support Windows, Office 365, Outlook, and Teams.
• Manage user accounts and password resets in Active Directory.
• Troubleshoot basic network connectivity (LAN, Wi‑Fi, VPN, DNS, DHCP).
• Create and close tickets using ITSM tools (ServiceNow/Remedy/Jira).
• Maintain IT asset inventory and documentation.
• Provide hands-and-feet support for infrastructure/network teams when required.
• Deliver excellent customer service onsite.

Skills

Windows OS knowledge

Customer service

Onsite support

Troubleshooting

Education

ITIL Foundation

Microsoft Certifications

Tools

KDP

SCCM

MDT

Intune

ServiceNow

Remedy

Jira

Job description

Location: Sandusky, Michigan (Local Candidates Preferred)

Job Description:

We are seeking a skilled End User Computing (EUC) / Desk Side Support Engineer to provide onsite IT support for end users. The ideal candidate will be responsible for troubleshooting hardware and software issues, installing and configuring IT equipment, staging and imaging devices, and resolving incidents and service requests. The role requires excellent technical troubleshooting skills, customer service, and the ability to support enterprise IT environments while meeting SLA requirements.

Key Responsibilities:

• Provide onsite Desk Side Support (DSS) for end-user IT issues.
• Troubleshoot and resolve desktop, laptop, hardware, software, and peripheral issues.
• Install, configure, and replace desktops, laptops, monitors, docking stations, printers, and other IT accessories.
• Perform staging, imaging, and deployment of new devices using KDP, SCCM, MDT, Intune, or similar imaging tools.
• Resolve incidents and service requests within defined SLA timelines.
• Perform hardware diagnostics, repairs, and coordinate warranty replacements when required.
• Support Microsoft Windows operating systems, Microsoft Office 365, Outlook, and Teams.
• Manage user accounts, password resets, and access requests using Active Directory.
• Troubleshoot basic network connectivity issues including LAN, Wi‑Fi, VPN, TCP/IP, DNS, and DHCP.
• Create, update, and close support tickets using ITSM tools such as ServiceNow or Remedy.
• Maintain IT asset inventory and documentation.
• Provide hands-and-feet support for infrastructure and network teams when required.
• Deliver excellent customer service while supporting end users onsite.

Required Skills:

• 4-6 years of experience in End User Computing (EUC), Desktop Support, or Desk Side Support.
• Strong knowledge of Windows 10/11 operating systems.
• Experience with Microsoft Office 365, Outlook, and Teams.
• Hands-on experience with desktop/laptop hardware, troubleshooting and repair.
• Experience with computer imaging and deployment tools (KDP, SCCM, MDT, Intune).
• Knowledge of Active Directory (user management, password resets, account unlocks).
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN, LAN/Wi‑Fi troubleshooting).
• Experience with ITSM tools such as ServiceNow, Remedy, or Jira.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple support requests.
• ITIL Foundation or Microsoft certifications are preferred.