Desktop Specialist(Onsite at Bridge Water,New Jersey)

Headway Tek Inc; Bridgewater (MA); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Headway Tek Inc. is seeking an EUC/AV Engineer to provide onsite and remote deskside support for end-user devices, collaboration tools, and AV rooms.

You will manage joiner/mover/leaver activities, asset management, and ServiceNow ticket handling for end users. The role covers end-user computing, remote support coordination, device lifecycle management, AV and collaboration support, and continuous improvement in ITIL-aligned processes.

Qualifications

• 5-7 years of deskside, EUC, endpoint, or field support.
• Experience with Windows 10/11, basic macOS, mobile devices, Microsoft 365, ServiceNow, Intune, imaging, and deployment.
• Experience with printers, peripherals, docking stations, AV rooms, Teams Rooms, Zoom Rooms, Crestron, Logitech, and related collaboration technologies.

Responsibilities

• Provide deskside support for Windows/macOS devices, peripherals, printers, mobile devices, and Microsoft 365 applications.
• Troubleshoot incidents, fulfil service requests, support VIP users, and maintain accurate ServiceNow updates.
• Coordinate with remote teams, IT team, vendors, and the Tech Lead for escalations and dispatch support.
• Build, image, enroll, deploy, refresh, recover, and decommission end-user devices.
• Prepare devices for joiners, movers, and leavers; manage asset records and CMDB updates.
• Perform meeting room readiness checks and troubleshoot Teams/Zoom Rooms, AV devices, displays, cameras, microphones, and control panels.

Skills

EUC

Deskside Support

Windows 10/11

Microsoft 365

ServiceNow

Intune

AV Rooms

Teams Rooms

Zoom Rooms

Customer Service

Tools

CMDB

Job description

Job Description EUC/AV Engineer

Role Title: EUC/AV Engineer Deskside, Endpoint & Collaboration Support

Location: Bridge Water,NJ(Onsite)

C2C or W2

Experience : 3-7 years

Engagement Type: Managed Services / Site Support

Work Model: Hybrid / Onsite support

Experience Level: Engineer / Support Specialist

Role Summary

The EUC/AV Engineer will provide onsite and remote support for end-user devices, collaboration tools, AV rooms, joiner/mover/leaver activities, asset management, and ServiceNow ticket handling for end users.

Key Responsibilities

End User Computing & Deskside Support

• Provide deskside support for Windows/macOS devices, peripherals, printers, mobile devices, and Microsoft 365 applications.


• Troubleshoot incidents, fulfil service requests, support VIP users, and maintain accurate ServiceNow updates.


• Coordinate with remote teams, IT team, vendors, and the Tech Lead for escalations and dispatch support.

Remote Support Coordination

• Support remote diagnosis, software installation, patch verification, Intune actions, and ticket closure.

Device Lifecycle Management & IMACD

• Build, image, enroll, deploy, refresh, recover, and decommission end-user devices.


• Maintain accurate asset tagging, handover, CMDB updates, reconciliation, and disposal support.

Joiner, Mover & Leaver Support

• Prepare devices and peripherals for joiners, support movers, collect assets from leavers, and update asset records.

AV & Collaboration Support

• Perform meeting room readiness checks and troubleshoot Teams/Zoom Rooms, AV devices, displays, cameras, microphones, and control panels.


• Provide AV support for executive meetings, town halls, training sessions, hybrid meetings, and approved events.

Asset Management & Reporting Support

• Track assets, update CMDB records, support inventory validation, audits, and operational reporting.

Service Management & Continuous Improvement

• Follow ITIL-aligned processes, meet SLA expectations, identify recurring issues, and contribute to knowledge articles and service improvements.

Required Skills & Experience

• 5 7 years of experience in deskside, EUC, endpoint, or field support.


• Knowledge of Windows 10/11, basic macOS, mobile devices, Microsoft 365, ServiceNow, Intune, imaging, and deployment.


• Experience with printers, peripherals, docking stations, AV rooms, Teams Rooms, Zoom Rooms, Crestron, Logitech, and related collaboration technologies.


• Strong customer service, VIP support, communication, documentation, troubleshooting, and time management skills.

Preferred Qualifications

• ITIL, Microsoft 365, endpoint, desktop support, or AV certifications preferred.


• Managed services, life sciences, pharmaceutical, or regulated environment experience is an advantage.