Helpdesk​/Support Engineer

Job Summary

This is an onsite contract role based at Palo Alto Headquarters. The Help Desk/Support Engineer is responsible for the design, implementation, and ongoing management of the organization’s device ecosystem. This role focuses on automating the lifecycle of hardware and virtual desktops to ensure a seamless, secure, and "zero-touch" experience for our global workforce. You will serve as the subject matter expert for Apple and Windows management and our cloud desktop infrastructure.

• Apple (macOS & iOS):
  Jamf Pro
• Windows & Android:
  Microsoft Intune / Endpoint Manager
• Virtual Desktop:
  Amazon Work Spaces (AWS)
• Scripting:
  Power Shell, Bash, Python

• Unified Endpoint Management (UEM):
  Perform daily upkeep, system maintenance, and regular patch management for all managed endpoints to ensure security and stability.
• Service Desk Escalation
  :
  Serve as the final point of contact and subject matter expert for service desk escalations related to complex endpoint issues.
• Apple Fleet
  :
  Architect and maintain the Jamf Pro environment for all macOS and iOS devices. Manage configuration profiles, policies, and patch management.
• Windows & Android
  :
  Lead the administration of Microsoft Intune, ensuring robust policy application, security baselines, and application delivery.
• Provisioning
  :
  Manage Apple Business Manager (ABM) and Windows Autopilot to deliver a true zero-touch deployment experience.
• Virtual Desktop Infrastructure (VDI):
  Administer and optimize Amazon Work Spaces. Manage Work Spaces directories, custom bundles, and image creation/maintenance. Troubleshoot connectivity and performance issues within the AWS ecosystem.
• Automation & Engineering
  :
  Develop and maintain sophisticated scripts in Power Shell and Bash to automate manual tasks and integrate system APIs. Build and maintain a library of packaged software (dmg, pkg, msi) for silent deployment. Implement automated reporting for hardware inventory, license compliance, and security auditing.
• Security & Compliance
  :
  Enforce endpoint security standards, including File Vault/Bit Locker encryption and EDR agent health. Partner with Security teams to remediate vulnerabilities across the endpoint fleet.

• Experience:
  
  Minimum 3-5 years in an Endpoint Engineering or MDM-focused role.
• Jamf Mastery:
  Proven experience managing both macOS and iOS at scale via Jamf Pro.
• Intune Proficiency:
  Experience managing Windows environments through Microsoft Endpoint Manager.
• VDI Expertise:
  Hands-on experience with Amazon Work Spaces administration.
• BYOD Deployment:
  Experience deploying and managing a Bring Your Own Device (BYOD) program for personal mobile phones (iOS/Android).
• Advanced Scripting:
  Ability to write and debug Bash and Power Shell scripts from scratch.
• Identity:
  Understanding of Okta or Azure AD (Entra ) as it relates to device enrollment and SSO.

• Bachelor’s degree in Computer Science, IT, or equivalent professional experience.
• Relevant certifications (e.g., Jamf 200/300, Microsoft MD-102, or AWS Certified Cloud Practitioner) are a plus.