Desktop Engineer

We are seeking a highly skilled Level 3 IT Support Engineer to join our Infrastructure and End User Computing team. This role serves as the highest escalation point for complex technical issues and is responsible for designing, implementing, troubleshooting, and optimizing modern endpoint management and virtual desktop environments.

The ideal candidate has extensive experience supporting Microsoft Intune, Azure Virtual Desktop (AVD), FSLogix profile management, PowerShell automation, and Microsoft 365 technologies. This individual will work closely with Infrastructure, Security, Cloud, and Application teams to ensure a secure, scalable, and reliable end-user computing environment.

Key Responsibilities

• Serve as the Tier 3 escalation point for complex desktop, endpoint, and infrastructure-related issues.
• Administer and support Microsoft Intune for endpoint management, compliance policies, Autopilot deployments, application packaging, and device configuration.
• Design, deploy, and maintain Azure Virtual Desktop (AVD) environments.
• Configure, troubleshoot, and optimize FSLogix profile containers and Office containers.
• Develop and maintain PowerShell scripts to automate system administration, reporting, software deployment, and operational tasks.
• Manage Windows 10/11 endpoint lifecycle, including imaging, provisioning, patching, and upgrades.
• Support Microsoft Entra ID (Azure AD), Active Directory, Group Policy, and Microsoft 365 administration.
• Deploy and troubleshoot application packaging using Win32 applications and Microsoft Intune.
• Perform root cause analysis on recurring incidents and implement permanent solutions.
• Monitor system performance and recommend improvements to increase stability, security, and efficiency.
• Collaborate with cybersecurity teams to ensure endpoint security, compliance, and vulnerability remediation.
• Create and maintain technical documentation, knowledge base articles, and operational procedures.
• Participate in after-hours maintenance activities and provide on-call support as needed.
• Mentor Tier 1 and Tier 2 support engineers while promoting best practices across the IT organization.

Required Qualifications

• 5+ years of enterprise IT support or systems engineering experience.
• 3+ years supporting Microsoft Intune in a production environment.
• Hands-on experience administering Azure Virtual Desktop (AVD).
• Strong experience implementing and supporting FSLogix profile management.
• Advanced PowerShell scripting skills with the ability to automate administrative tasks.
• Experience with Microsoft Entra ID (Azure AD), Active Directory, Group Policy, DNS, DHCP, and Windows Server.
• Strong knowledge of Microsoft 365 administration and endpoint management.
• Experience with Windows 10/11 operating systems and enterprise device management.
• Knowledge of Microsoft Endpoint Manager, Windows Autopilot, and Conditional Access.
• Familiarity with networking fundamentals including TCP/IP, VPN, DNS, and authentication protocols.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong communication and customer service abilities.

Preferred Qualifications

• Experience with Microsoft Defender for Endpoint.
• Knowledge of Azure Infrastructure services.
• Experience supporting VMware or Hyper-V environments.
• Familiarity with Citrix or VMware Horizon.
• Experience with ServiceNow or other ITSM platforms.
• Microsoft certifications such as:
• Microsoft Certified: Endpoint Administrator Associate
• Microsoft Certified: Azure Administrator Associate
• Microsoft Certified: Azure Virtual Desktop Specialty
• Microsoft Certified: Identity and Access Administrator Associate