Desktop Engineer

Desktop Engineer

Role Summary

The Desktop engineer provides frontline technical support to end users, ensuring reliable, secure, and efficient use of technology across the organization. This role works independently and as part of a team to support day-to-day IT operations, focusing on Microsoft 365 services, endpoint management, networking fundamentals, and excellent customer service. The ideal candidate is organized, detail-oriented, eager to learn, and communicates clearly with both technical and non-technical users.

Key Responsibilities

End-User Support & Service Delivery

• Provide timely, professional IT support to employees, minimizing downtime and improving productivity.
• Log, track, and monitor support requests, escalating issues when appropriate.
• Communicate clearly with users to guide them through troubleshooting steps and ask effective questions to identify root causes.
• Maintain accurate documentation for systems, procedures, and support activities.

Microsoft 365 & Identity Management

• Administer the Microsoft 365 stack, including core productivity applications (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint).
• Create, modify, and manage user accounts, groups, and permissions using Azure AD (Microsoft Entra ID).
• Configure and manage user email accounts, mailboxes, and distribution lists.
• Troubleshoot Microsoft 365 application issues, mail flow problems, and access or identity-related concerns.

Endpoint & Device Management

• Deploy, configure, and support desktops and laptops.
• Enroll, configure, and manage Windows devices using Microsoft Intune.
• Perform software installations, re-installations, updates, and basic hardware repairs or assembly.
• Use mobile device management (MDM) solutions to enroll, configure, and manage iPhone devices, including Apple DEP workflows.
• Endpoint automation/deployment such as copilot or equivalent

Networking & Infrastructure Support

• Assist with basic networking tasks, including troubleshooting connectivity issues.
• Work with routers, switches, and network cabling at a foundational level.
• Support VPN access and general network-related issues.
• Monitor the performance of Microsoft-based server systems.
• Perform basic operational support and workflow management on servers, collaborating with senior IT staff to address performance issues or service disruptions as they arise.
• Navigate and support server environments as required.

Security & Best Practices

• Apply basic IT security best practices and follow established processes and procedures.
• Diligently protect company and employee information.
• Identify recurring technical issues and propose practical, long-term solutions.

Collaboration & Continuous Improvement

• Work effectively within a team environment and actively contribute to shared goals.
• Demonstrate a strong willingness to learn new technologies and improve technical skills.
• Take on other reasonable duties as assigned to support IT operations.

Required Qualifications

• 3-5 years of experience in an IT support or related role; a combination of relevant work experience and formal education will be considered.
• Experience in a customer service or user-facing support role.
• Working knowledge of Microsoft productivity applications and the ability to troubleshoot them.
• Basic understanding of networking concepts (routers, switches, cabling, connectivity).
• Familiarity with Windows operating systems and common business software.
• Strong organizational skills with attention to detail.
• Must be a U.S. Citizen

Desired Skills & Attributes

• Experience with Microsoft 365 administration, Azure AD (Entra ID), and Intune.
• Exposure to mobile device management
• Clear, professional communicator who is comfortable supporting non-technical users.
• Analytical mindset with the ability to ask guiding questions and identify root causes.
• Passion for technology and continuous learning.
• Team-oriented attitude with a desire to contribute and collaborate.