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