{"schemaVersion":"jobsearcher.job.v1","id":"3077966c048930894f5b5b68","url":"https://jobsearcher.com/jobs/3077966c048930894f5b5b68","canonicalUrl":"https://jobsearcher.com/jobs/3077966c048930894f5b5b68","title":"Senior Desktop Support Engineer (L2/L3) / End User Computing (EUC) Engineer","description":"About the RoleWe are seeking an experienced Senior Desktop Support Engineer to provide comprehensive end-user computing support, executive/VIP support, and Smart Hands services within a dynamic enterprise environment. The successful candidate will be responsible for delivering high-quality technical support for desktops, laptops, mobile devices, collaboration technologies, and associated IT infrastructure while ensuring adherence to service level agreements (SLAs).This role requires strong troubleshooting expertise, exceptional customer service skills, and the ability to engage professionally with senior leadership, board members, executives, and VIP users. In addition to endpoint support, the engineer will act as an on-site technical resource for networking, server, storage, telecom, and conference room technologiesKey ResponsibilitiesEnd User and Executive SupportProvide deskside technical support for desktop computers, laptops, workstations, printers, mobile devices, and peripheral equipment.Deliver white-glove IT support to Senior Management, Board Members, Executives, and VIP users.Diagnose, troubleshoot, and resolve hardware, software, operating system, and connectivity issues.Support Microsoft Windows, Microsoft Office Suite, macOS, iOS, iPadOS, and Android platforms.Perform break-fix activities and ensure timely restoration of services.Incident and Service Request ManagementTake ownership of incidents and service requests from initiation through resolution.Accurately log, categorize, prioritize, track, and update tickets using ITSM platforms such as ServiceNow, Freshservice, or similar tools.Ensure compliance with agreed SLAs and customer service expectations.Support Incident, Problem, and Change Management processes.IMACD ServicesPerform Installation, Move, Add, Change, and Decommission (IMACD) activities.Deploy, configure, upgrade, and retire IT assets according to enterprise standards.Conduct operating system installations, system imaging, and hardware refresh activities.Assist with workstation lifecycle management.Data Backup and RecoveryBackup and restore user profiles, data, system settings, and application configurations.Ensure successful migration of user data during device replacements and upgrades.Smart Hands SupportProvide Smart Hands support for Networking, Servers, Storage, Security, and Telecom infrastructure.Assist remote infrastructure teams with troubleshooting, diagnostics, and hardware-related activities.Perform rack and stack activities for servers, storage devices, network switches, firewalls, and related equipment.Support cabling, connectivity validation, and physical infrastructure changes.Network and Infrastructure SupportDemonstrate working knowledge of:DHCPDNSTCP/IP NetworkingIP AddressingSubnettingWireless LANEthernet ConnectivitySupport IDF and MDF environments.Perform basic health checks and reporting for:UPS systemsCooling systemsPDUsPatch panelsStructured cablingProvide console access and remote troubleshooting assistance.Collaboration and Meeting Room SupportSupport Town Halls, Executive Meetings, Board Meetings, Conferences, and Auditorium Events.Configure, test, and troubleshoot audio/video conferencing systems.Provide support for:Microsoft Teams RoomsCisco Collaboration DevicesLogitech Conference SolutionsAvaya SystemsEnsure seamless meeting room technology operations.Asset and Inventory ManagementMaintain accurate asset inventories and documentation.Track hardware allocation, movement, and lifecycle status.Manage spare parts inventory and perform monthly inventory audits.Coordinate asset disposal and replacement activities.Vendor and Procurement CoordinationWork with procurement teams for hardware and software purchases.Liaise with third-party vendors and OEM support teams for complex technical issues.Coordinate service activities involving warranty replacements and escalated support cases.Event and Trade Show SupportPlan, deploy, test, support, and maintain workstation and peripheral equipment for business events and trade shows.Ensure availability and operational readiness of all required technology resources.On-Call SupportParticipate in after-hours and on-call support rotations.Provide support for Priority 1 and Priority 2 incidents as required.Respond to critical business-impacting issues promptly and professionally.Required QualificationsExperienceProven years of hands-on experience in Desktop Support, End User Computing (EUC), or IT Support Services.Proven experience supporting enterprise users, including C-Level Executives and VIP stakeholders.Experience in large corporate or managed services environments preferred.Technical SkillsStrong expertise in:Windows Operating SystemsMicrosoft Office 365 SuiteDesktop and Laptop TroubleshootingPrinter SupportImaging and ReimagingMobile Device Support (iOS, iPadOS, Android)Hardware Diagnostics and RepairWorking knowledge of:Network FundamentalsServers and StorageTelecom TechnologiesActive DirectoryEndpoint Management ToolsPreferred CertificationsCompTIA A+Microsoft Certified Desktop Support Technician (MCDST)Modern Microsoft Endpoint CertificationsApple Certified Support Professional (ACSP) / Apple Mac Technician CertificationITIL Foundation CertificationNetwork+ CertificationWe are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, citizenship status, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf","company":"Galent","rawCompany":"galent","city":"Baltimore","state":"MD","isRemote":false,"isActive":false,"createdAt":"2026-08-28T08:08:11.915Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Senior Desktop Support Engineer (L2/L3) / End User Computing (EUC) Engineer","description":"About the RoleWe are seeking an experienced Senior Desktop Support Engineer to provide comprehensive end-user computing support, executive/VIP support, and Smart Hands services within a dynamic enterprise environment. The successful candidate will be responsible for delivering high-quality technical support for desktops, laptops, mobile devices, collaboration technologies, and associated IT infrastructure while ensuring adherence to service level agreements (SLAs).This role requires strong troubleshooting expertise, exceptional customer service skills, and the ability to engage professionally with senior leadership, board members, executives, and VIP users. In addition to endpoint support, the engineer will act as an on-site technical resource for networking, server, storage, telecom, and conference room technologiesKey ResponsibilitiesEnd User and Executive SupportProvide deskside technical support for desktop computers, laptops, workstations, printers, mobile devices, and peripheral equipment.Deliver white-glove IT support to Senior Management, Board Members, Executives, and VIP users.Diagnose, troubleshoot, and resolve hardware, software, operating system, and connectivity issues.Support Microsoft Windows, Microsoft Office Suite, macOS, iOS, iPadOS, and Android platforms.Perform break-fix activities and ensure timely restoration of services.Incident and Service Request ManagementTake ownership of incidents and service requests from initiation through resolution.Accurately log, categorize, prioritize, track, and update tickets using ITSM platforms such as ServiceNow, Freshservice, or similar tools.Ensure compliance with agreed SLAs and customer service expectations.Support Incident, Problem, and Change Management processes.IMACD ServicesPerform Installation, Move, Add, Change, and Decommission (IMACD) activities.Deploy, configure, upgrade, and retire IT assets according to enterprise standards.Conduct operating system installations, system imaging, and hardware refresh activities.Assist with workstation lifecycle management.Data Backup and RecoveryBackup and restore user profiles, data, system settings, and application configurations.Ensure successful migration of user data during device replacements and upgrades.Smart Hands SupportProvide Smart Hands support for Networking, Servers, Storage, Security, and Telecom infrastructure.Assist remote infrastructure teams with troubleshooting, diagnostics, and hardware-related activities.Perform rack and stack activities for servers, storage devices, network switches, firewalls, and related equipment.Support cabling, connectivity validation, and physical infrastructure changes.Network and Infrastructure SupportDemonstrate working knowledge of:DHCPDNSTCP/IP NetworkingIP AddressingSubnettingWireless LANEthernet ConnectivitySupport IDF and MDF environments.Perform basic health checks and reporting for:UPS systemsCooling systemsPDUsPatch panelsStructured cablingProvide console access and remote troubleshooting assistance.Collaboration and Meeting Room SupportSupport Town Halls, Executive Meetings, Board Meetings, Conferences, and Auditorium Events.Configure, test, and troubleshoot audio/video conferencing systems.Provide support for:Microsoft Teams RoomsCisco Collaboration DevicesLogitech Conference SolutionsAvaya SystemsEnsure seamless meeting room technology operations.Asset and Inventory ManagementMaintain accurate asset inventories and documentation.Track hardware allocation, movement, and lifecycle status.Manage spare parts inventory and perform monthly inventory audits.Coordinate asset disposal and replacement activities.Vendor and Procurement CoordinationWork with procurement teams for hardware and software purchases.Liaise with third-party vendors and OEM support teams for complex technical issues.Coordinate service activities involving warranty replacements and escalated support cases.Event and Trade Show SupportPlan, deploy, test, support, and maintain workstation and peripheral equipment for business events and trade shows.Ensure availability and operational readiness of all required technology resources.On-Call SupportParticipate in after-hours and on-call support rotations.Provide support for Priority 1 and Priority 2 incidents as required.Respond to critical business-impacting issues promptly and professionally.Required QualificationsExperienceProven years of hands-on experience in Desktop Support, End User Computing (EUC), or IT Support Services.Proven experience supporting enterprise users, including C-Level Executives and VIP stakeholders.Experience in large corporate or managed services environments preferred.Technical SkillsStrong expertise in:Windows Operating SystemsMicrosoft Office 365 SuiteDesktop and Laptop TroubleshootingPrinter SupportImaging and ReimagingMobile Device Support (iOS, iPadOS, Android)Hardware Diagnostics and RepairWorking knowledge of:Network FundamentalsServers and StorageTelecom TechnologiesActive DirectoryEndpoint Management ToolsPreferred CertificationsCompTIA A+Microsoft Certified Desktop Support Technician (MCDST)Modern Microsoft Endpoint CertificationsApple Certified Support Professional (ACSP) / Apple Mac Technician CertificationITIL Foundation CertificationNetwork+ CertificationWe are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, citizenship status, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf","datePosted":"2026-08-28T08:08:11.915Z","dateModified":"2026-08-28T08:08:11.915Z","hiringOrganization":{"@type":"Organization","name":"Galent","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Baltimore","addressRegion":"MD","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"3077966c048930894f5b5b68"},"url":"https://jobsearcher.com/jobs/3077966c048930894f5b5b68"}}