Desktop Support Engineer

Job Responsibilities:

• Endpoint Management & Deployment:

  • Manage and configure Microsoft Endpoint Manager (Intune) and Windows Autopilot.
  • Configure, test, and deploy hardware and software to users both locally and remotely
  • Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers
  • Diagnoses and resolves problems related to the operation of PCs on the network
  • Administer and enforce compliance policies and configuration profiles.
  • Oversee application packaging, deployment, and Windows update policies.
  • Troubleshoot and support hardware/software issues on Windows OS.

• ManageEngine Desktop Central:

  • Configure and manage endpoint devices using ManageEngine Desktop Central.
  • Automate patch management, software deployment, and asset management.
  • Monitor and optimize system performance and security.

• Networking Support L1:

  • Identify and respond to network alerts and outages and perform initial analysis of network performance issues.
  • Verify network device status and interface utilization, Check interface status, link failures, and bandwidth usage.
  • Identify and troubleshoot network-related incidents including DNS, DHCP, IP conflicts, VPN access, and wireless connectivity issues.
  • Coordinate with Network Operations teams for escalation and resolution of complex network problems.
  • Support network infrastructure moves, additions, and changes, including workstation and peripheral connectivity.
  • Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts

• Collaboration & Documentation:

  • Work closely with IT Security, Infrastructure, and Service Desk teams.
  • Maintain detailed documentation, SOPs, and knowledge base articles.
  • Provide solutions to user issues by identifying problems, train users in basic problem resolution and understanding how to make efficient use of their PCs
  • Respond to user requests and service issues in a timely and professional manner
  • Create, monitor, update, and close tickets using Service Now ticketing system
  • Adhere to Black Box corporate, technology and security policies at all times while performing daily functions
  • Remain current on technical and operational details concerning PC products and support

• Technical Skills:

  • Deep understanding of Windows 10/11, Office 365, and MDM policies.
  • Knowledge of Microsoft Entra ID (formerly Azure AD), Group Policy, and endpoint security practices.
  • Experience with virtual desktop administration (e.g., Windows 365, Citrix).
  • Extensive experience with Win 10/11 OS – Control panel, System settings, networking, device manager.
  • Microsoft Outlook, Word, Excel, Cisco AnyConnect, CrowdStrike, backup tools
  • Microsoft Outlook – OST/PST, Email Profiles, Shared Folders, Archives, Add-on's and Webmail.
  • Networking – IP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic's.
  • Active Directory Password resets and User properties.
  • Working knowledge of Microsoft Teams audio/video conferencing systems

• Seniority: Mid Level
• Languages: English