Help Desk Support Engineer

We are seeking an experienced Desktop Support & Engineer. This role is responsible for ensuring the stability, security, performance, and governance of end-user computing platforms and associated services across the organization. The ideal candidate combines strong technical expertise with a proactive mindset and a commitment to delivering exceptional customer service.

• Support and implement desktop and service desk services under general supervision.
• Maintain and enhance desktop engineering capabilities to support enterprise needs.
• Provide support for corporate IT infrastructure, including:
  • Workstation provisioning and lifecycle management
  • Printing services
  • Audio/visual systems
  • Network connectivity
  • Hardware deployment and maintenance
  • macOS software, hardware, and applications
• Independently troubleshoot and resolve hardware and software issues with minimal oversight.
• Log, track, and document incidents and service requests using an IT service management (ITSM) platform.
• Maintain ongoing communication with customers throughout the lifecycle of service requests.
• Collaborate with offshore support personnel to manage daily work queues and engineering tasks.
• Ensure effective help desk operations and timely resolution of incidents and service requests.
• Contribute to the development and maintenance of help desk documentation, policies, and standard operating procedures.
• Partner with Information Security teams to identify risks and recommend remediation strategies.
• Manage and maintain accurate inventory records of IT assets.
• Install and support approved corporate software applications.
• Maintain organized and secure storage and device build areas.
• Apply ITSM best practices to improve service delivery and operational efficiency (experience with platforms such as Jira is a plus).
• Utilize mobile device management (MDM) solutions to securely configure and manage enterprise devices.
• Participate in strategic initiatives and cross‑functional projects to drive innovation and continuous improvement.
• Provide professional, effective communication with customers, leadership, and team members.

Primary work location is hybrid at a corporate office in the greater metropolitan area.

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field (or equivalent experience).
• 5–7 years of progressive experience in desktop engineering and support, including:
  • Windows operating systems administration
  • Security concepts (authentication, authorization, encryption, digital signatures)
  • Storage and networking integration
  • System monitoring, testing, troubleshooting, and issue resolution
  • Strong working knowledge of Microsoft Windows and Microsoft Office applications.
  • Familiarity with cloud‑enabled applications and associated connectivity and security requirements.
  • Demonstrated customer service orientation with the ability to support internal stakeholders at all levels.
  • Ability and willingness to quickly learn new hardware and software technologies.
  • Relevant certifications such as A+, Network+, MCDST, or progress toward Microsoft certification paths are preferred.

We are an equal opportunity employer and are committed to fostering an inclusive and diverse workplace. Employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, sexual orientation, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by applicable federal, state, or local law.

We are dedicated to providing reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs, practices, or observances, in accordance with applicable law.