Helpdesk/ Support Engineer

Job Summary This is an onsite contract role based at Palo Alto Headquarters. The Help Desk/Support Engineer is responsible for the design, implementation, and ongoing management of the organization’s device ecosystem. This role focuses on automating the lifecycle of hardware and virtual desktops to ensure a seamless, secure, and "zero-touch" experience for our global workforce. You will serve as the subject matter expert for Apple and Windows management and our cloud desktop infrastructure. Technical Environment Apple (macOS & iOS): Jamf Pro Windows & Android: Microsoft Intune / Endpoint Manager Virtual Desktop: Amazon WorkSpaces (AWS) Scripting: PowerShell, Bash, Python Key Responsibilities Unified Endpoint Management (UEM) : Perform daily upkeep, system maintenance, and regular patch management for all managed endpoints to ensure security and stability. Service Desk Escalation : Serve as the final point of contact and subject matter expert for service desk escalations related to complex endpoint issues. Apple Fleet : Architect and maintain the Jamf Pro environment for all macOS and iOS devices. Manage configuration profiles, policies, and patch management. Windows & Android : Lead the administration of Microsoft Intune, ensuring robust policy application, security baselines, and application delivery. Provisioning : Manage Apple Business Manager (ABM) and Windows Autopilot to deliver a true zero-touch deployment experience. Virtual Desktop Infrastructure (VDI) : Administer and optimize Amazon WorkSpaces. Manage WorkSpaces directories, custom bundles, and image creation/maintenance. Troubleshoot connectivity and performance issues within the AWS ecosystem. Automation & Engineering : Develop and maintain sophisticated scripts in PowerShell and Bash to automate manual tasks and integrate system APIs. Build and maintain a library of packaged software (dmg, pkg, msi) for silent deployment. Implement automated reporting for hardware inventory, license compliance, and security auditing. Security & Compliance : Enforce endpoint security standards, including FileVault/BitLocker encryption and EDR agent health. Partner with Security teams to remediate vulnerabilities across the endpoint fleet. Required Qualifications Experience: Minimum 3-5 years in an Endpoint Engineering or MDM-focused role. Jamf Mastery: Proven experience managing both macOS and iOS at scale via Jamf Pro. Intune Proficiency: Experience managing Windows environments through Microsoft Endpoint Manager. VDI Expertise: Hands-on experience with Amazon WorkSpaces administration. BYOD Deployment: Experience deploying and managing a Bring Your Own Device (BYOD) program for personal mobile phones (iOS/Android). Advanced Scripting: Ability to write and debug Bash and PowerShell scripts from scratch. Identity: Understanding of Okta or Azure AD (Entra ID) as it relates to device enrollment and SSO. Education & Certifications Bachelor’s degree in Computer Science, IT, or equivalent professional experience. Relevant certifications (e.g., Jamf 200/300, Microsoft MD-102, or AWS Certified Cloud Practitioner) are a plus. #J-18808-Ljbffr