Desktop Support Engineer

VySystems; Bridgewater (MA); On-site; USD 70,000 - 95,000; Full time

Job summary

VySystems is seeking an experienced deskside support specialist to deliver end-user IT support for Windows, macOS, printers and mobile devices in a fast-paced environment in Bridgewater, MA.

You will troubleshoot incidents, manage service requests in ServiceNow, coordinate with remote teams and vendors, and assist with device lifecycle, asset management and AV systems for hybrid meetings.

Qualifications

• 5–7 years of deskside, EUC, endpoint, or field support experience.
• Proficiency with Windows 10/11, macOS, 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.

Responsibilities

• Provide deskside IT support for Windows/macOS devices, peripherals, printers, and mobile devices.
• 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.
• Coordinate with remote teams for remote diagnosis, software installation, patch verification, Intune actions, and ticket closure (Remote Support Coordination).
• Maintain accurate asset tagging, handover, CMDB updates, reconciliation, and disposal support (Device Lifecycle Management & IMACD).
• Prepare devices and peripherals for joiners, support movers, collect assets from leavers, and update asset records.
• 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.
• Track assets, update CMDB records, support inventory validation, audits, and operational reporting (Asset Management & Reporting).
• Follow ITIL-aligned processes, meet SLA expectations, identify recurring issues, and contribute to knowledge articles and service improvements.

Skills

Customer service

VIP support

Communication

Documentation

Troubleshooting

Time management

Team collaboration

Tools

ServiceNow

Intune

Windows 10/11

macOS

Microsoft 365

Imaging

Deployment

AV equipment

Teams Rooms

Zoom Rooms

Crestron

Logitech

Job description

• 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

• Maintain accurate asset tagging, handover, CMDB updates, reconciliation, and disposal support.
• Prepare devices and peripherals for joiners, support movers, collect assets from leavers, and update asset records.
• 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.
• 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.