Desktop Support Engineer

Position: End User Computing (EUC) Engineer

Location: Stevens Point, Wisconsin (Onsite)

Position Summary

We are seeking an experienced End User Computing (EUC) Engineer to provide onsite IT support for the Stevens Point manufacturing facility. The role is responsible for end-user support, desktop/laptop management, network troubleshooting, plant IT infrastructure support, and coordination with regional and global IT teams to ensure high availability of business-critical systems.

Key Responsibilities

• Provide Level 2/Level 3 onsite IT support for end-user devices, printers, scanners, and peripherals.
• Install, configure, and troubleshoot Windows desktops and laptops.
• Support Microsoft 365, Active Directory, Azure AD, and Exchange Online.
• Diagnose and resolve hardware, software, and connectivity issues.
• Perform network troubleshooting involving switches, VLANs, DHCP, DNS, and Wi-Fi.
• Support Cisco networking equipment and coordinate with network teams.
• Manage IT assets, device deployments, and hardware replacements.
• Support manufacturing shop-floor systems, barcode printers, scanners, and label printers.
• Work with ServiceNow for incident, request, and change management.
• Perform root cause analysis and ensure timely resolution of incidents.
• Coordinate with vendors and infrastructure teams during outages and planned maintenance.
• Participate in on-call support and emergency response when required.
• Maintain documentation, SOPs, and knowledge articles.

Required Skills

• 5+ years of End User Computing / Desktop Support experience.
• Strong knowledge of Windows 10/11 administration.
• Microsoft 365 Administration.
• Active Directory and Azure AD.
• Hardware troubleshooting (Dell/HP laptops & desktops).
• Printer and peripheral support.
• Experience with ServiceNow or similar ITSM tools.
• Excellent customer service and communication skills.

Network Skills (Mandatory)

• CCNA Certification (Preferred) or equivalent Cisco networking experience.
• Good understanding of:
• Cisco Switches
• VLANs
• TCP/IP
• DNS
• DHCP
• VPN
• Wireless Networking
• Network troubleshooting

Preferred Skills

• Experience in a manufacturing or industrial environment.
• Cisco Meraki/Catalyst administration.
• Intune/Autopilot device management.
• SCCM/MECM.
• PowerShell scripting.
• Knowledge of cybersecurity best practices.
• Experience supporting shop-floor IT infrastructure.

Education

• Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
• CCNA certification preferred.
• Microsoft certifications are an added advantage.

Key Competencies

• Strong troubleshooting and analytical skills.
• Ability to work independently with minimal supervision.
• Excellent communication and stakeholder management.
• Ability to prioritize multiple incidents in a fast-paced manufacturing environment.
• Strong documentation and knowledge transfer skills.