Help Desk Specialist

Role SummaryThe 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 ResponsibilitiesEnd User Computing & Deskside SupportProvide 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 CoordinationSupport remote diagnosis, software installation, patch verification, Intune actions, and ticket closure.Device Lifecycle Management & IMACDBuild, image, enroll, deploy, refresh, recover, and decommission end-user devices.Maintain accurate asset tagging, handover, CMDB updates, reconciliation, and disposal support.Joiner, Mover & Leaver SupportPrepare devices and peripherals for joiners, support movers, collect assets from leavers, and update asset records.AV & Collaboration SupportPerform 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 SupportTrack assets, update CMDB records, support inventory validation, audits, and operational reporting.Service Management & Continuous ImprovementFollow ITIL-aligned processes, meet SLA expectations, identify recurring issues, and contribute to knowledge articles and service improvements.Required Skills & Experience5–7 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 QualificationsITIL, Microsoft 365, endpoint, desktop support, or AV certifications preferred.Managed services, life sciences, pharmaceutical, or regulated environment experience is an advantage.