Desktop Engineer I

General Summary:

In this role, you will support enterprise endpoint devices (Windows, macOS, iOS and Android), which includes working support tickets submitted through ServiceNow, deploying updates and applications through Windows Update for Business, Patch My PC, and Intune and troubleshooting issues related to Autopilot and zero-touch provisioning. As a Tier 2 escalation point, you will collaborate with Tier 3 engineers, generate documentation and reports using PowerShell, MS Graph, ServiceNow, or Power BI, and adhere to ITIL practices for incident, problem and change management.

Job Duties and Responsibilities:

• Test, deploy, and maintain secure base images for Windows devices, ensuring alignment with enterprise standards.
• Perform and audit monthly security patching using Windows Update for Business and Patch My PC.
• Deploy and install applications through the Company Portal, ensuring configurations meet business requirements.
• Troubleshoot issues related to Windows Autopilot and zero-touch enrollments (e.g., Apple Business Manager/DEP).
• Provide macOS support using JAMF, including troubleshooting and resolving issues, and leveraging Apple Business Manager/DEP for zero-touch provisioning.
• Contribute to the ongoing migration of mobile device management to Microsoft Intune and provide Tier 2 support for iOS and Android devices (e.g., troubleshooting connectivity, application deployment, policy enforcement).
• Manage the ticket queue for the Endpoint Architecture Team and serve as an escalation point for complex break-fix incidents.
• Develop and maintain documentation for implementations, break-fix solutions, and standard operating procedures.
• Generate reports using PowerShell, MS Graph, ServiceNow, or Power BI to provide insights and inform decision-making.
• Assist with hardware deployments and ensure accurate asset recording in ServiceNow.
• Collaborate with Tier 3 engineers to roll out new technologies and improve existing processes.
• Participate in team meetings and planning sessions to align endpoint strategies with business objectives.
• Follow ITIL principles for incident, problem, and change management, ensuring best practices are upheld.
• Perform other duties as assigned to effectively support the endpoint environment and organizational needs.
• The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required.

Travel:

15%-25% (1-2 times per quarter)

Education and Experience

• High school diploma or equivalent with 1 years of experience in an enterprise environment
• Post-secondary education in information technology or related curriculum preferred
• Experience with Adobe, Oracle, Microsoft, VPN, SAP and other client applications
• Azure & Intune exposure
• Certification and/or License - Will be required to obtain and maintain one of the below certifications upon hiring
  
  
  
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • JAMF Certification: 200
  
  
  
  

Knowledge, Skills and Abilities

• Strong scripting abilities in PowerShell, Python or similar language
• Desktop troubleshooting, repair and remote support experience
• Apple ecosystem troubleshooting, including ABMDEP, networking and configuration
• Excellent verbal and written communication skills
• Ability to translate technical solutions into business-friendly language
• Able to work both independently and as part of a diverse team
• Strong customer service mindset, with a focus on efficient problem resolution
• Proficient in analyzing, diagnosing and resolving complex technical issues
• Able to handle multiple tasks and prioritize effectively under deadlines
• Adherence to company policies and commitment to continuous improvement
• Able to read, write, and speak English

An Equal Opportunity Employer