Desktop Support Engineer

Description

• Intune knowledge and experience is required. Will need to have specific experience packaging apps for deployment. NOT looking for an Apps Packager as they don’t do it often. Just need the Tech to know how to do it.

• Will need PowerShell scripting experience for Intune packaging

• They will manage and maintain imaging sequences in MS Configuration Manager (New SCCM). They will do this work 10-15% of the time as part of the job.

• Standard Desktop Windows 10/11 support experience. Troubleshooting issues as they arise and working from ticketing system.

• They will handle the basics like new hire onboarding, imaging computers and shipping them out. Assist users with new monitors, figure out A/V system (basic support), etc.

Formal Description (updated)

Purpose:

We are seeking a skilled professional to join our dynamic IT team and support the organization's endpoint infrastructure. The ideal candidate is a proactive problem-solver with expertise in endpoint technologies and a dedication to delivering outstanding customer service. This role requires experience with a wide range of endpoint solutions for Windows, macOS, Android, and iOS, as well as a proven track record of outstanding white-glove, executive-level support.

You will be instrumental in implementing and optimizing endpoint solutions, ensuring robust security, improved efficiency, and seamless performance. Your work will directly impact user satisfaction, driving productivity and reliability across all endpoint devices within the organization.

Responsibilities:

• Endpoint Technology Management: Configure, deploy, and administer endpoint technologies including hardware, printers, operating systems, application deployments/upgrades, patches, security tools, and management solutions and tools.

• Endpoint & Executive Support: Support, configure, deploy and maintain endpoint devices & solutions including printers, AV equipment, and endpoint applications.

• Incident Management: Ensure timely resolution of issues, drive critical incidents to completion, and maintain operational stability and compliance with incident SLAs

• Documentation and Knowledge Management: Develop and maintain solution documentation, standard operating procedures, and work instructions.

• Training: As needed, facilitate informational training with IT and Business teams and/or end-users on standards, processes, or tool functionality.

• Information Dissemination: Build and distribute documentation, training materials, and facilitate information transfer sessions.

• Root Cause Analysis: Investigate and resolve recurring endpoint issues, implementing preventive measures.

• Process Improvement: Contribute to CI initiatives to optimize endpoint solutions, systems and processes to improve the user experience and efficiency on endpoint devices.

• On-Call Support: Availability of on-call support and maintenance outside of core business hours as needed.

Education & Experience

• Strong expertise in Microsoft Windows Server, Microsoft Configuration Manager, Intune, JAMF, application packaging/deployment, Windows 10/11, and macOS.

• Minimum of 3 years of experience in an endpoint engineering role.

• Proven track record of providing executive-level support with professionalism, exceptional communication, and an executive presence.

• Familiarity with IT service management (ITSM) principles and practices.

• Strong problem-solving, analytical, and troubleshooting abilities with a proactive mindset

• Excellent communication, interpersonal, and customer service skills.

• Ability to thrive in a fast-paced, dynamic environment, managing tasks effectively under pressure.

• Capable of working independently and collaboratively within a team.

Skills

Desktop, InTune, PowerShell, MS Config Mgr

Additional Skills & Qualifications

Excellent customer service and communication skills. Team player and problem solver.

Experience Level

Intermediate Level