Senior Desktop Support Engineer

The ideal candidate has an Associate’s or Bachelor’s degree in Information Technology, Computer Science, Networking, or a related field (or an equivalent combination of education and work experience), along with a CompTIA A+ certification or equivalent credential.

• Provides onsite Service Desk and end user support for endpoint systems such as Windows 10/11 laptops and desktops, printers, label printers, monitors, and Office 365. Supports users over the phone, in person, or via online chat to understand, document, and efficiently troubleshoot technical issues and respond to Service Desk incidents and service requests in a timely manner. Installs and maintains printers, desktops, laptops, phones, and other hardware as necessary for new hires, desk transfers, or replacement of faulty or broken IT equipment.
• Coordinates with other IT teams and third‑party vendors to troubleshoot complex issues, support incident resolution, and ensure timely escalation when additional expertise is required.
• Maintains IT inventory including asset tracking, logging, and deployment of machines. Assists with identifying IT supplies and hardware requirements including phones, desktops, laptops, printers, and related equipment.
• Performs projects such as imaging, configuration, and deployment of computers, as well as refresh activities for existing systems including data backup, system upgrades, and installation of new software or hardware.
• Provides technical guidance and troubleshooting support to L1 and L2 Service Desk team members and acts as an escalation point for technical issues requiring advanced expertise.
• Assists with the management of Endpoint Detection and Response EDR and other IT security related issues within the scope of IT Services & Support.
• Documents technical support procedures and maintains customer records. Creates documentation and technical artifacts as required in support of the technical environment, assigned projects, policies, and procedures.

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Networks or a related field, or equivalent education and work experience required
• Minimum of four (4) years of experience with a focus with Windows 10/11, computer repair, imaging, deployment preferred in a LAN/WAN environment
• Minimum of four (4) years of experience working with Office 365 and Azure/Entra
• CompTIA A+ or equivalent certification required
• CompTIA Network+ and/or Security+ certifications a plus
• Solid working knowledge of Active Directory
• Working knowledge of Intune and Windows Autopilot endpoint configuration, deployment, and device management preferred.
• Working knowledge of endpoint security tools such as Microsoft Defender for Endpoint or other EDR platforms preferred
• Ability to execute and troubleshoot basic Power Shell scripts for administrative and troubleshooting tasks
• Intermediate knowledge of Microsoft Office (Outlook, Word, Excel, Visio, PowerPoint) and Adobe Acrobat required.

• Comfortable with interacting and working with all levels of customers, both internal and external; good interpersonal skills, team motivation and outgoing personality
• Excellent adaptability in a fast‑paced environment with the flexibility and willingness to take on new tasks and projects
• Ability to speak and write clearly and accurately
• Attention to detail and accuracy
• Multi‑tasking capabilities
• Must have in‑depth analytical and problem‑solving skills.

• Endpoint Management & Operations: Oversees the lifecycle, configuration, and security of enterprise endpoint devices (Windows 10/11, macOS, mobile endpoints, and peripherals). Leads zero‑touch deployment and policy enforcement using Microsoft Intune and Windows Autopilot.
• Tier 3 Escalations & Technical Leadership: Serves as the senior technical escalation point for Tier 1 and Tier 2 Service Desk staff. Diagnoses and resolves complex OS, hardware, network connectivity, and application issues efficiently.
• Process Automation: Writes, tests, and maintains intermediate‑to‑advanced Power Shell scripts to automate software deployments, routine administrative tasks, device configuration, and system…