IT Desktop Support Technician / EUC Engineer (Field Services)

The Desktop Support Technician will be part of Field Services / Deskside Support and responsible for delivering end-to-end user support services across corporate offices at NY 205, Manhattan., 1. End-to-End User Support (Deskside Support / Field Services)

• Provide L1 / L1.5 / L2 desktop support for users across:
• Corporate offices (NY 205 and 501 - both buildings are near to each other).
• Handle break-fix, service requests, and proactive support
• Desk-side (Smart hands & feet)
• Remote (Citrix / Bomgar / remote tools)

1. ITSM Process Compliance (Core Requirement) * Adhere strictly to ServiceNow-based ITIL processes: * Incident Management (ticket updates, SLA adherence, escalation) * Service Request Fulfillment * Proper ticket documentation and ownership * Accurate assignment and minimal re-routing * Continuous updates until resolution

2. Software Lifecycle Management * Perform software installation, configuration, troubleshooting, and uninstallation * Support enterprise applications, including: * M365 (Outlook, Teams, OneDrive) * Business applications and retail tools * Security standards and approved software catalog adherence

3. Device Imaging & Provisioning (Enterprise Scale) * Perform system imaging / re-imaging: * Windows (SCCM / Intune / MDT) * macOS (Jamf or equivalent) * New hire onboarding setups * Device refresh & decommission * Zero/low-touch provisioning initiatives * Maintain baseline configurations aligned with: * PVH endpoint management & security policies

4. Hardware & Asset Lifecycle Management * Support and maintain: * Laptops, MacBooks, desktops * Printers, scanners, POS devices (retail) * Maintain CMDB and asset inventory accuracy * Coordinate Vendor support and warranty replacements

5. macOS & Windows Enterprise Support * Provide full support across: * Windows 10/11 enterprise environment * macOS devices (MacBooks, VDI Macs where applicable) * OS-level issues * Application compatibility * VDI / remote desktop issues

6. Collaboration & Multi-Tower Coordination * Work closely with: * Global Service Desk * EUC / Digital Workplace teams * Network, Security, Cloud, and Application teams * Escalations and cross-functional incidents * Seasonal workload preparedness (finance / retail peaks

Technical Skills

• Strong experience in:
• Windows & macOS support
• Imaging tools (SCCM, Intune, Jamf)
• M365 ecosystem
• Working knowledge of:
• ServiceNow ITSM platform
• Active Directory / Azure AD
• VDI (Citrix / VMware)
• Understanding of:
• Endpoint security and compliance

Soft Skills

• Strong customer handling and communication
• Ability to operate in SLA-driven, high-volume environments
• Analytical troubleshooting and ownership mindset

Experience:

• Desktop support: 3 years (Required)
• MAC support: 3 years (Required)