Summary:

The Desktop Support Engineer's role is architecting, designing, and implementing solutions for desktop technologies (including but not limited to PC, terminals, printers and scanners). Manages deployment of approved desktop builds and pushes, new software packages and upgrades. Responsible for the day-to-day packaging and distribution of software, fixes and patches. Involved in selection, acquisition, installation, configuration and support of new desktop hardware, software and associated peripherals. Provides advanced technical support (in person, by telephone or via remote access) for escalated issues and works with vendors to resolve more complex issues. Works with high degree of latitude.

Duties and Responsibilities:

• Address internal and external customer requests by providing technical support and training to end users, utilizing Co-Pilot for proactive troubleshooting and knowledge sharing.

• Identify, research, and resolve technical issues, escalating complex inquiries while leveraging AI for predictive issue resolution.

• Install and configure peripheral equipment such as monitors, keyboards, printers, and disk drives.

• Install and configure operating systems and applications, including word processing, database, and spreadsheet programs.

• Provide end-user troubleshooting and support for desktops, laptops, applications, and operational needs.

• Configure, support, and troubleshoot Apple macOS, Apple iOS, and Microsoft Windows operating systems, addressing related how-to questions.

• Configure, support, and troubleshoot Apple iOS mobile devices, addressing related how-to questions.

• Support Microsoft Office 365, including Outlook, Word, Excel, PowerPoint, OneNote, Skype, OneDrive, Teams, Zoom, and Co-Pilot.

• Use ServiceNow for incident logging and ticket tracking, integrating AI-based automation to enhance ticket handling and response times.

• Design, analyze, and maintain Federally mandated security and configuration settings for Windows Desktop, Windows Server, and macOS.

• Provide end-user troubleshooting and support for network and desktop printers.

• Configure workstations and laptops with a standard desktop image, install applications, and optimize for performance.

• Support desktop management, software deployment, systems administration, data integrity, and recovery.

• Use Co-Pilot to automate routine tasks such as software patching, configuration management, and system optimization, increasing efficiency and reducing manual intervention.

• Perform one-on-one desk-side assistance to end users on core applications, using Co-Pilot's built-in training modules to enhance user adoption.

• Provide status updates to customers when there are changes to the projected problem resolution time.

• Participate in projects to evaluate, test, and introduce new technologies, leveraging AI insights for predictive project outcomes.

• Maintain and enforce approved procedures and quality standards.

Skills:

• Ability to conduct research into computer issues and products as required.

• Effective interpersonal skills and relationship-building skills.

• Strong written and oral communication skills.

• Ability to present ideas in user-friendly language.

• Understanding of the organization's goals and objectives.

• Analytical and problem-solving abilities, with keen attention to detail.

• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

• Experience working in a team-oriented, collaborative environment.

• Strong customer-service orientation.

Education & Experience Requirements:

Experience:

• 3+ years in an Engineering role

• 5+ years of experience in a senior Desktop Support role

• 3+ years of hands-on experience with Jamf pro administration

• Strong knowledge of Mac OS lifecycle management and Apple Business Manager (ABM/ASM)

• Proficiency in scription (Bash, Python, or AppleScript)

• Familiarity with Security Framework and device compliance (CIS benchmark, NIST)

• Exposure/ experience with IAM tools (OKTA, Azure AD etc)

• 1+ Powershell, bash, and desktop support

• Extensive equipment support experience with PC and Mac laptops, printers, peripheral devices

• Experience with Windows OS, MAC OS

• Familiar basic networking (WINS/DNS/DHCP) preferred

• Familiar with security, system management and deployment technologies such as AD/GPO Encryption systems, Orchestrator, Intune, JAMF Software Server (JSS), and JAMF Distribution Server (JDS).

• Experience with configuring and managing MDM solutions.

• Experience with drive encryption software on MacOS and Windows.

• Experience with scripting to automate actions on MacOS.

Preferred Experience Requirements:

Education:

• Bachelor's Degree

Certifications:

• HDI Desktop Support Tech Certification, ITIL Foundation, Apple ACSP strongly preferred

•  Intune, JAMF Certification preferred