Desktop Support Engineer I

Desktop Support Engineer IThe Desktop Support Engineer I is responsible for delivering hands-on and remote technical support to end users across all of the company's dental and orthodontic laboratories — Cumming, GA; Oklahoma City and Tulsa, OK; Buffalo, NY; and Boston, MA. This role supports a Windows-centric environment with on-premises Active Directory that is transitioning to Microsoft Entra ID, along with macOS and Linux endpoints, local networks and peripherals, and a mix of on-premises, AWS, Azure, and vendor-hosted cloud systems that keep lab production running. The Engineer I is a first point of hands-on contact for keeping lab staff and production equipment productive and contributes directly to the company's directory and device-management modernization.This is an early-career position well-suited for someone with one to two years of help desk or desktop support experience, or equivalent training, who wants broad exposure across endpoints, identity, networking, and cloud. Breadth of familiarity is valued over depth; the Engineer I will receive active mentorship from the IT and engineering team and is expected to build technical depth on the job. A Level I engineer reliably performs foundational support work with guidance and is beginning to take on more independent troubleshooting. The position is based primarily on-site at the Cumming, GA lab, with remote work when business needs require. This role is not expected to travel; travel to another lab location would be infrequent and occur only if an unusual situation requires on-site support. This position reports to the IT Operations Supervisor.Technical SkillsWindows Endpoints: Working proficiency supporting Windows 10/11 desktops and laptops, including setup and reprovisioning, drivers, patches, user profiles, printers, and common peripheralsIdentity & Directory: Foundational experience with Active Directory user and group administration (account creation, password resets, unlocks, group membership); awareness of Microsoft Entra ID, MFA, and how cloud identity differs from on-premises ADMicrosoft 365: Ability to support Outlook, Teams, OneDrive, and SharePoint for end users, including mailbox access, sync, and basic licensing issuesNetworking: Understands core networking concepts including TCP/IP, DHCP, DNS, VLANs, Wi-Fi, and VPN; can use basic tools (ping, ipconfig, tracert, nslookup) to isolate connectivity problems before escalatingmacOS & Linux: Basic ability to navigate and troubleshoot macOS and Linux systems, including user accounts, network settings, application installation, and common command-line tasksCloud Fundamentals: Conceptual understanding of AWS and Azure (virtual machines, storage, identities and roles) sufficient to triage user-facing issues with cloud-hosted applications and route them correctlyTicketing & Remote Support: Experience working from a ticket queue, documenting troubleshooting steps and resolutions, and supporting users with remote-control toolsSoft SkillsCustomer Service: Patient, professional, and approachable with non-technical users; able to resolve issues with minimal disruption to lab productionCommunication: Explains technical issues in plain language; communicates clearly by phone, Teams, and email with users at remote labs; escalates issues with relevant context and steps already takenOwnership & Follow-Through: Takes responsibility for tickets from intake through resolution; follows documented procedures; keeps users informed of statusLearning & Adaptability: Eager to build depth across Windows, identity, networking, and cloud; asks questions after doing initial research; comfortable with change during an active systems modernizationDiscretion: Handles access to user accounts, devices, and patient-related data with confidentiality and sound judgmentPreferred QualificationsAssociate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experienceEntry-level certifications such as CompTIA A+, Network+, or Security+; Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), or Endpoint Administrator (MD-102); or AWS Certified Cloud PractitionerExposure to Microsoft Intune, Windows Autopilot, or other endpoint management toolsExposure to hybrid identity concepts (Entra Connect or Cloud Sync, hybrid-joined devices) or participation in an AD-to-Entra migrationExperience with Apple device management (Jamf, Intune for macOS, or similar)Familiarity with basic scripting in PowerShell or Bash to automate routine tasksExperience supporting multi-site organizations or remote locationsExperience in a regulated healthcare, medical device, or manufacturing environment (e.g., HIPAA, ISO 13485)Exposure to supporting 3D scanners, 3D printers, CAD workstations, or other specialized production equipmentValid driver's license and willingness to travel to another lab location in the rare event a situation requires itCompetency Requirements/Job DutiesEnd User SupportProvide on-site support at the Cumming, GA lab and remote support to users at all company labs via phone, Teams, the ticketing system, and remote-control toolsInstall, configure, and troubleshoot Windows, macOS, and Linux workstations, laptops, printers, scanners, docking stations, and other peripheralsPrepare, deploy, and retire devices following standard build procedures, including new-hire setups and offboardingSupport CAD and production workstations and connected lab equipment, coordinating with vendors when issues fall outside internal scopeApply software updates and patches following established schedules and change proceduresMaintain accurate hardware and software asset inventoryBe available for occasional after-hours or weekend work for maintenance windows and urgent production issues across Eastern and Central time zonesIdentity, Access & Microsoft 365Perform routine Active Directory and Entra ID account administration, including onboarding, offboarding, password resets, account unlocks, and group membership changes, following documented proceduresSupport MFA enrollment, sign-in issues, and access-related user problems, escalating policy changes to senior team membersAssist with user- and device-level tasks for the transition from on-premises Active Directory to Entra ID, including device enrollment, user communication, and post-migration troubleshooting, under guidanceSupport Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePointNetwork & Infrastructure SupportPerform first-line troubleshooting of wired, wireless, VPN, and internet connectivity issues at all labs, gathering diagnostic details before escalatingComplete physical infrastructure tasks at the Cumming site such as patching cables, replacing network devices, moving equipment, and checking UPS unitsServe as on-site hands for senior engineers and vendors performing infrastructure work at the Cumming site, and coordinate remote hands at other labsMonitor assigned system and service health alerts and route issues to the appropriate ownerCloud & Vendor Systems SupportTriage user-reported issues with cloud-hosted and vendor-hosted applications (AWS, Azure, and vendor-specific platforms), determining whether the cause is local, network, identity, or service-sideOpen, track, and follow up on vendor support cases, keeping users and internal stakeholders informedPerform basic, well-documented administrative tasks in AWS and Azure as assigned, with appropriate access and oversightDocumentation, Security & ComplianceDocument tickets thoroughly, including troubleshooting steps, root cause where known, and resolutionCreate and maintain knowledge base articles, how-to guides, and standard procedures for recurring issuesFollow security and compliance practices required by HIPAA, ISO 13485, and 21 CFR Part 11, including access controls, change records, and handling of protected health informationReport suspected security incidents, phishing attempts, or policy violations promptly through established channelsAI Tooling & PracticesUse AI-assisted tools (e.g., Claude, Microsoft Copilot) to research issues, draft documentation and knowledge base articles, and build simple scriptsVerify AI-generated outputs before acting on them, especially commands or configuration changes applied to production systemsFollow organizational policies for AI usage and avoid sharing sensitive company or patient information with external AI servicesCollaboration & GrowthCommunicate