Information Technology Desktop Support

Sharp Brains Solutions; Arecibo (PR); On-site; USD 42,000 - 66,000; Full time

Job summary

Sharp Brains Solutions is seeking an End User Computing (EUC) / Desktop Support Engineer – L1 for onsite duties. You will provide hands-on desktop support, handle IMAC services, and maintain devices with SCCM and Intune in a Windows environment.

The role requires 2–4 years of relevant experience, strong communication, and a customer-focused approach to resolve issues and keep users productive.

Qualifications

• 2–4 years of experience in onsite desktop/EUC support.
• Hands-on troubleshooting of Windows OS and standard business apps.
• Experience with SCCM/Microsoft Configuration Manager and Intune.
• Familiarity with ITSM tools and Active Directory basics.

Responsibilities

• Provide onsite L1 desktop and end-user support for hardware, software, and connectivity incidents.
• Troubleshoot Windows desktop/laptop issues to resolution and handle IMAC tasks.
• Install, configure, and maintain desktop hardware and approved software.
• Support MS Office, Outlook, VPN, and remote-access technologies.
• Deploy patches and images using SCCM and Microsoft Intune; monitor inventory.
• Log incidents in ServiceNow or similar ITSM tools and close requests.
• Provide VIP desk-side support and coordinate with other IT teams as needed.
• Document devices, incidents, changes, and support activities.

Skills

Onsite support

Windows OS

SCCM

Microsoft Intune

ITSM tools

Microsoft Office

Active Directory

VPN/remote support

Tools

ServiceNow

Intune

SCCM

Job description

End User Computing (Desktop Support) L1 – Onsite

Job Type: Onsite | Full-Time

Experience: 2–4 Years

Job Summary

We are looking for an End User Computing (EUC) / Desktop Support Engineer – L1 to provide onsite IT support for desktop users, hardware, software, connectivity, and workplace technology. The ideal candidate should have hands‑on experience with Windows environments, desktop/laptop troubleshooting, IMAC services, SCCM/Intune, and IT service management tools.

Key Responsibilities

• Provide onsite L1 desktop and end-user support for hardware, software, and connectivity incidents.
• Troubleshoot and resolve Windows desktop/laptop issues through to resolution.
• Perform IMAC (Install, Move, Add & Change) and desk-side support services.
• Handle hardware and software break-fix support for desktops, laptops, printers, and peripherals.
• Install, configure, maintain, and replace desktop hardware and approved software.
• Support operating systems, MS Office, Outlook, VPN, and other standard business applications.
• Deploy and maintain software, patches, updates, and desktop images using SCCM and Microsoft Intune.
• Monitor software distribution, device inventory, compliance, and reporting.
• Troubleshoot basic Active Directory and SCCM-related issues.
• Use ServiceNow or similar ITSM tools to log, update, track, and close incidents and service requests.
• Provide remote support using approved EUC and remote-management tools when required.
• Monitor endpoint security profiles and antivirus compliance and take corrective action when required.
• Support printers, scanners, mobile devices, tablets, and other workplace peripherals.
• Provide VIP desk-side support and act as the onsite IT point of contact when other IT teams are unavailable.
• Analyze recurring incidents and recommend user training or automation opportunities.
• Perform smart hands and feet activities, including basic physical IT infrastructure support.
• Maintain accurate documentation of devices, incidents, changes, and support activities.

Required Skills

• 2–4 years of experience in onsite desktop/EUC support.
• Strong knowledge of Windows OS and desktop troubleshooting.
• Hands‑on experience with SCCM / Microsoft Configuration Manager.
• Experience with Microsoft Intune and endpoint management.
• Experience with ServiceNow or other ITSM tools.
• Good knowledge of Microsoft Office and Outlook.
• Experience with hardware/software break-fix and IMAC services.
• Knowledge of Active Directory and basic user/device administration.
• Understanding of VPN and remote‑support technologies.
• Strong troubleshooting, communication, and customer‑service skills.

Good to Have

• Experience supporting macOS, iPads/tablets, and mobile devices.
• Knowledge of Lync/Microsoft Teams.
• Smart hands and feet support experience.
• Printer and scanner administration experience.
• Experience providing VIP/executive IT support.
• ITIL certification or relevant IT support certification.