Desktop Support Engineer

Brief Description Position Summary: The Desktop Support Engineer provides hands‑on technical support and maintenance for CRi’s IT systems, ensuring reliable operation of desktops, laptops, and Microsoft-based infrastructure across all sites. This role supports end users through efficient troubleshooting, proactive maintenance, and exceptional customer service enabling staff to perform their work effectively and securely. Principal Duties And Responsibilities Technical Support & Systems Maintenance Provide tier‑1 and tier‑2 technical support for end users via in‑person, phone, email, and remote tools. Install, configure, and maintain Microsoft Windows 10/11 PCs, Office 365 applications, Teams, and related software. Manage user accounts, groups, and permissions within Microsoft Active Directory, Azure AD, and Microsoft 365 Admin Center. Support VPN, Wi‑Fi, and LAN/WAN connectivity for all CRi sites and remote workers. Troubleshoot and resolve hardware, software, and peripheral issues (printers, mobile devices, scanners, etc.). Maintain and document all IT assets, configurations, and licenses in coordination with the Information Systems team. Assist with onboarding/offboarding tasks such as device setup, email provisioning, and security access. Participate in IT projects including network upgrades, server migrations, and Microsoft 365 enhancements. Customer Service & Communication Serve as the first point of contact for staff technical issues; ensure prompt, courteous, and professional service. Educate users on best practices in data security, Microsoft 365 collaboration, and safe computing. Communicate proactively with end users about issue status, timelines, and system outages. Contribute to a knowledge base of troubleshooting guides and FAQs to reduce recurring issues. Security & Compliance Follow established data security, password, and access control policies. Ensure endpoint protection and encryption are active and compliant on all systems. Report and assist in investigating any security incidents or policy violations. Participate in periodic audits, backups, and disaster recovery exercises. Continuous Improvement Stay current on Microsoft technologies, emerging desktop solutions, and cybersecurity trends. Recommend process or tool improvements that enhance system stability, user experience, and efficiency. Support initiatives for standardization, automation, and modernization of CRi’s IT environment. Requirements Minimum Qualifications Required: Associate or Bachelor’s degree in Computer Science, Information Systems, or related field (Equivalent combination of education and work experience may be considered.) 3+ years of experience providing desktop or technical support in a Microsoft‑centric environment. Strong knowledge of Windows 10/11, Microsoft 365, Active Directory, and basic networking (TCP/IP, DNS, DHCP). Proven experience with hardware troubleshooting, imaging, and deployment. Excellent problem‑solving skills, patience, and communication abilities. Ability to lift up to 50 lbs and travel occasionally between CRi sites. Preferred Skills Experience with PowerShell scripting, Group Policy management, and SharePoint administration. Familiarity with VPNs, firewalls, and VoIP systems. Microsoft certifications (e.g., MCP, MCSA, or MD-102: Endpoint Administrator) preferred. Physical Demands Extended periods of sitting. Extensive amounts of time using a computer. Lifting heavy objects up to 50 pounds. Working Environment Corporate headquarters and various programs and other locations throughout CR’s service areas. #AJSJ #J-18808-Ljbffr