Information Technology Specialist

Job Description

Role: EUC Support Engineer

Duration: 6Months

Location: Longmont, Colorado, United States.

End User Support & Smart Hands / Eyes Engineer

Job Overview

We are looking for an experienced End User Support Engineer / Smart Hands & Eyes Technician to provide onsite IT support to end users and deliver hands-on assistance to remote infrastructure, network, server, and application teams.

The engineer will act as the local technical presence onsite , handling user support, hardware troubleshooting, device installations, basic network checks, data center activities, and physical hands-and-eyes support as required.

Key Responsibilities

End User Support

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• Provide onsite L1/L2 technical support to end users.
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• Troubleshoot Windows laptops, desktops, monitors, docking stations, printers, and peripherals.
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• Install, configure, replace, and troubleshoot hardware and software.
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• Support Microsoft 365, Outlook, Teams, and other standard business applications.
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• Assist with user onboarding, device setup, and workstation deployments.
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• Handle password, account, access, and basic application-related issues.
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• Log and update incidents and service requests in the ticketing system.
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Smart Hands & Eyes Support

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• Provide hands-and-eyes support to remote network, server, infrastructure, and application teams.
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• Perform physical checks of equipment based on remote team instructions.
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• Identify device status, LED indicators, port connections, cables, and hardware conditions.
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• Perform approved device reboots and power cycling.
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• Connect console cables and provide remote access assistance.
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• Perform cable identification, removal, insertion, and replacement.
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• Assist with SFP/transceiver removal and insertion where required.
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• Capture and share clear photos of equipment, labels, ports, and cabling.
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• Follow remote engineering instructions and provide accurate onsite feedback.
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Data Center & Infrastructure Support

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• Support physical IT infrastructure activities involving servers, switches, routers, storage, and other network equipment .
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• Perform racking and stacking of IT equipment.
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• Assist with server and network device installation, movement, and relocation.
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• Support structured cabling and cable management activities.
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• Check rack layouts, equipment labels, power connections, and cable connectivity.
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• Assist with hardware replacement and vendor onsite activities.
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Network Support

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• Perform basic LAN/Wi-Fi connectivity troubleshooting .
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• Check network ports, patch cables, wall ports, and physical connections.
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• Perform basic troubleshooting involving TCP/IP, DHCP, and DNS.
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• Escalate complex network issues to the appropriate infrastructure team.
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Asset Management

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• Maintain accurate IT asset and inventory records.
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• Perform asset validation, tagging, movement, and replacement activities.
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• Support hardware lifecycle management, including deployment and retirement.
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• Document asset serial numbers, locations, and physical conditions.
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Coordination & Documentation

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• Coordinate with remote support teams, vendors, site contacts, and end users.
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• Follow instructions from remote engineers during Smart Hands activities.
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• Maintain clear records of work performed, findings, and resolutions.
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• Provide photographs, reports, and completion updates when requested.
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• Ensure activities are completed within agreed SLA timelines.
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Required Skills & Experience

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• 2–5+ years of experience in End User Support, Desktop Support, Field IT Support, or Smart Hands.
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• Strong hands-on experience with Windows laptops, desktops, printers, and peripherals .
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• Good troubleshooting skills across hardware, software, and connectivity issues.
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• Experience providing Smart Hands / Smart Eyes / Hands & Feet support .
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• Basic knowledge of networking, LAN, Wi-Fi, TCP/IP, DHCP, and DNS.
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• Experience with servers, network devices, racks, cabling, and basic data center activities is preferred.
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• Familiarity with Microsoft 365 and common enterprise applications.
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• Good communication and documentation skills.
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• Ability to follow remote technical instructions accurately.
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• Strong attention to detail and professional onsite behaviour.
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• Ability to work independently and coordinate with distributed technical teams.
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