IT Desktop Support Engineer

About Bell and Howell

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences.

Our Automation Services bring a dedicated team of expert mechatronic service engineers covering North America and backed by our Integrated 360 advanced technology enabling remote repair, diagnostics, automated Smart Ops Dispatch, and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next-generation equipment delivering best-in-class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce, and manufacturing—all backed by the best service in the industry.

IT Desktop Support Engineer

Durham, NC – onsite

The IT Desktop Support Engineer provides first-line technical support to end users for hardware, software, and basic network issues. This role focuses on troubleshooting, resolving common technical problems, and delivering high-quality customer service. Work is performed under general supervision with established procedures; complex issues are escalated to senior IT staff or specialized teams as needed.

• Respond to and resolve end-user support requests through the IT ticketing system (incidents and service requests).
• Troubleshoot common hardware, software, and connectivity issues for desktops, laptops, mobile devices, and peripherals.
• Provide remote and in-person support to users as needed.
• Perform user account administration in Active Directory and Entra , including account creation and deactivation, password resets, group membership and role assignments, access provisioning and deprovisioning, support for onboarding and offboarding processes; assist with MFA setup and troubleshooting, and perform basic access reviews to ensure appropriate permissions.
• Escalate complex or unresolved issues to senior technicians or specialized IT teams following established procedures.
• Assist with device setup, imaging, provisioning, and deployment using Microsoft Intune, including Windows Autopilot enrollment, application deployment, configuration profile assignment, compliance policy checks, and basic troubleshooting of managed endpoints (MDM) for desktops and mobile devices.
• Install, configure, and maintain standard software applications and operating systems.
• Perform routine maintenance tasks such as updates, patches, and basic system checks.
• Track and manage IT assets, including hardware inventory and equipment assignments.
• Document issues, resolutions, and processes clearly and accurately in the IT ticketing system.
• Follow IT policies, procedures, and security standards at all times.
• Participate in an on-call rotation or after‑hours support as scheduled.
• Support team projects and assist with departmental initiatives as assigned.

None

• Basic to intermediate knowledge of desktop and mobile computing devices and operating systems (Windows, macOS).
• Foundational understanding of networking concepts (TCP/IP, DNS, DHCP, Wi‑Fi).
• Familiarity with Microsoft 365 applications (Outlook, Teams, Word, Excel, PowerPoint).
• Exposure to Microsoft Intune and modern device management concepts (MDM, Autopilot, compliance policies) – preferred.
• Strong troubleshooting and problem‑solving skills.
• Strong communication and customer service skills with a user‑focused mindset.
• Ability to follow procedures, documentation, and IT policies consistently.
• Ability to prioritize tasks and manage multiple support requests in a fast‑paced environment.
• Willingness to learn new technologies and develop technical skills.
• Ability to work independently on routine tasks and elevate appropriately when needed.

• Associate degree in Information Technology, Computer Science, or related field or equivalent combination of education and experience.
• 2–5 years of experience in…