What are the responsibilities and job description for the Desktop Specialist(Onsite at Bridge Water,New Jersey) position at Headway Tek Inc?
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.