The Desktop Support Engineer will work with the Sr. IT Manager to set up and support all employees
including new hire setups and support. This employee will take the lead position on various projects and IT
initiatives and will be responsible for the outcome and success of projects. This role involves responding to
queries, running diagnostic programs, isolating problems, and determining and implementing solutions. On-call
rotation is required for all team members.
Functional Responsibilities:
● Work closely with HR and hiring managers to support employee onboarding and offboarding in a timely
manner
● Maintain asset management
● MDM management (Intune/JAMF), to include enrollment, policies, and configuration
● Provide technical assistance and support related to computer systems, hardware, and software
● Support and maintain user accounts including rights, security, and system groups
● Maintain user account administration across multiple systems and platforms, including but not limited to,
Google Workspace, Office 365, Teams, and more
● Maintain and update PCs, MACs, printers, mobile devices, and related auxiliary systems
● Self-Manage daily Service Desk issues by being a support escalation point, driving aging tickets and
customer service issues to completion
● Provides feedback to IT Management and MSPs as it relates to the services provided from the service
desk and other business units
● Resolves and responds to employees calls/texts and communication after-hours for urgent issues,
including emergency on site support
● Experience with ticketing systems, and troubleshooting hardware and software issues
● Provide maintenance of infrastructure technologies following the change management process
● Troubleshoot, investigate and document system configuration and performance anomalies
● Perform remote troubleshooting through diagnostic techniques and pertinent questions
● Responsible for the deployment of all related software and hardware
● Develop and improve documentation to support problem analysis and resolution
● Troubleshoot users’ issues and resolve problems
● Assist Infrastructure Team with troubleshooting network issues and network upgrades on site as necessary,
to include after-hours testing and releases as needed
● Participate in troubleshooting and supporting security camera and equipment on site in relation with the
Security Team
● All other duties as assigned
● Travel as needed
Education and Skill Requirements
● Advanced experience with JAMF/Intune and MDM management
● Strong Knowledge of Google Workspace, Microsoft AD and Office 365 administration
● Excellent Problem Solving and critical thinking skills
● Strong passion for innovation
● Experience troubleshooting technical issues
● Willingness to learn and self-educate
● Passion for customer service
● Ability to multitask and manage time
● Work both independently and in teams as needed
● Both Written and verbal communication skills
● Requires a Bachelor’s Degree in Computer Science OR
● 5-10 Years’ experience in a technical support role
● Minimum of two (2) years experience working with Infrastructure solutions in an Enterprise environment
● US Military or Veteran a plus