Desktop Engineer

Purpose of the Position:

The Desktop Engineer I is a mid-level technical role responsible for the engineering, implementation, and delivery of advanced, proactive end-user support services across the university. This position requires expertise in desktop operating systems, endpoint hardware, enterprise software, cybersecurity protocols, and emerging support technologies. The Desktop Engineer I delivers exceptional service to faculty, staff, and students while actively contributing to service improvement, security posture, and operational efficiency within a dynamic and high-expectation environment.

The incumbent will develop tools that can be used by end-users on a larger scale, designed to meet organization, college, or campus-wide requirements.

• Assist with the engineering of endpoint management platforms (such as Jamf Pro and Microsoft Configuration Manager) for resource organization, security, maintenance, and automation.
• Serve as the university's macOS/Jamf Pro subject matter expert, guiding the team and developing best practices.
• Assist in the establishment of standardized hardware; develop and execute precise and scalable data/software migration strategies.
• Collaborate with users to define hardware/software requirements, recommending solutions that balance individual needs with institutional standardization goals and supporting technology procurement.
• Configure laptops, desktops, and peripheral devices in accordance with established standards, ensuring thorough fulfillment of user needs, including data migration and basic training as required.
• Leverage endpoint management platforms for efficient configuration and printer deployment.
• Assist with the development and implementation of processes for OS and software installation, updates, and patching.
• Manage the full technology lifecycle for clients, including procurement, standardized deployment, continuous maintenance, and secure retirement/replacement.
• Contribute to technical training design and support process optimization; apply systems analysis for scalable, high-quality solutions aligned with IT goals.

• Provide engineering (Tier II/ Tier III) desktop/laptop support with proactive problem-solving, optimal performance, robust security, and high reliability.
• Provide exceptional, proactive support to users with specialized technical needs and executives.
• Maintain optimal desktop/system performance (file share management, drivers, data integrity, virus remediation, and troubleshooting).
• Offer expert IT consultation, adhering to OIT policies.
• Provide essential support for enterprise/desktop applications such as Microsoft 365 and Google Workspace.
• Diagnose/resolve technical issues promptly with clear, regular communication. Document all support in the ticketing system (creation, management, escalation, and resolution).
• Leverage endpoint management platforms for proactive security, maintenance, and efficient support.
• Diagnose/resolve complex system issues efficiently using systematic methods and advanced tools, ensuring clear communication and minimizing downtime.
• Conduct Tier 1 network troubleshooting and assist with device registration; collaborate with the network team when necessary to resolve problems.
• Manage user accounts, devices, and organizational units in Microsoft Entra.
• Offer informed guidance on acquiring/implementing new technology solutions, collaborating with colleagues when necessary.

• Serve as the team's point of escalation for macOS and Jamf Pro issues, providing expert assistance.
• Collaborate effectively with colleagues to ensure the timely resolution of technical incidents.
• Collaborate with vendors on the integration, troubleshooting, and resolution of issues related to hardware and software systems.
• Foster a proactive and communicative team environment by openly sharing help requests, outage information, and identified problem trends.
• Proactively escape emerging technical trends, complex issues, and situations requiring management attention.
• Communicate effectively with the Director of Client Services regarding significant trends, complex or resource-intensive issues, and misalignment of expectations.
• Identify, document, and propose opportunities for service improvement and contribute actively to the team's knowledge base.
• Facilitate knowledge transfer within the team through cross-training and comprehensive documentation of technical procedures.
• Provide essential…