Help Desk Engineer

Job Title: Helpdesk Engineer Employment Type: Full-Time / Permanent Compensation: $85,000 Schedule: Onsite 5 days/week for the first 90 days; transitions to a hybrid model (4 days/week onsite) thereafter Location: Wilmington, DE

POSITION SUMMARY

Our client is seeking a customer-focused, highly motivated Helpdesk Engineer to join our Infrastructure & Operations team in Wilmington, DE. This role supports a modern enterprise environment consisting of Windows and macOS devices, Microsoft 365, Active Directory, Microsoft Intune, and enterprise endpoint management platforms. We are looking for someone who enjoys solving problems, takes ownership, builds strong relationships with end users, and continuously looks for ways to improve processes through automation and standardization. The ideal candidate is a self-starter with excellent communication skills, strong technical troubleshooting abilities, and a passion for delivering exceptional customer service.

PRIMARY RESPONSIBILITIES

End-User Support & Incident Management Provide Tier 1 and Tier 2 technical support for Windows and macOS endpoints across onsite and remote environments. Troubleshoot hardware, operating systems, core applications, network connectivity, VPN, printers, and peripheral devices. Manage incidents through to resolution within an ITSM ticketing framework while maintaining clear, timely end-user communication. Build trusted relationships with business users by delivering professional, responsive, and solution-oriented technical service. Participate in an after-hours on-call rotation as required. Endpoint Provisioning & Administration Image, build, configure, provision, deploy, and refresh Windows and macOS laptops for new hires and hardware lifecycle updates. Support Microsoft Intune device enrollment, compliance policies, application deployment, and modern endpoint management. Support Microsoft Autopilot provisioning and modern deployment workflows. Administer Jamf Pro for macOS device management, application pushes, and security policy enforcement. Maintain accurate IT asset management, hardware inventory, and lifecycle records. Identity & Cloud Productivity Services Perform Active Directory user/group administration, password resets, account provisioning, and basic Group Policy (GPO) troubleshooting. Support and troubleshoot Microsoft 365 core applications, including Outlook, Teams, OneDrive, and Office suites. Support Microsoft Entra ID (Azure AD) authentication, user access, and Multi-Factor Authentication (MFA) controls. Patch & Vulnerability Management Deploy and monitor Microsoft Windows OS updates using Microsoft Intune and WSUS. Manage third-party application patching using enterprise endpoint tools (e.g., ManageEngine Endpoint Central, NinjaOne, Action1). Monitor patch compliance, investigate deployment failures, and execute remediation workflows to maintain security baselines. Virtual Desktops & Collaboration Support Provision, troubleshoot, and support AWS WorkSpaces virtual desktop environments. Assist with enterprise collaboration tools, AV/conferencing equipment, mobile devices, and office printers. Collaborate with Infrastructure, Security, and Cloud Engineering teams on complex technical escalations. Continuous Improvement & Automation Identify opportunities to automate repetitive IT support tasks using PowerShell or scripting tools. Create and maintain knowledge base articles, standard operating procedures (SOPs), and user documentation. Recommend continuous improvements to desktop standards, deployment efficiency, and service delivery. Required Qualifications: Experience: 3–5 years of experience in a Help Desk, Desktop Support, or End-User Computing role within a Microsoft enterprise environment. Operating Systems: Strong proficiency supporting Windows 11 and macOS endpoints. Identity & Cloud: Direct experience with Active Directory, Microsoft 365, and Microsoft Entra ID (Azure AD). Endpoint Management: Hands-on experience with Microsoft Intune and Jamf Pro for macOS management. Patching & Provisioning: Experience managing OS updates via Intune/WSUS, third-party patch solutions, and hands‑on laptop imaging/deployment. Virtualization: Support experience with AWS WorkSpaces or equivalent virtual desktop infrastructure (VDI). Networking & ITSM: Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi‑Fi) and working experience with ITSM ticketing systems. Preferred Qualifications: Hands‑on experience with Microsoft Autopilot. Experience writing PowerShell scripts for IT task automation. Relevant industry certifications (Microsoft, Apple, or CompTIA). Experience configuring and supporting conference room technologies and AV systems. Key Competencies: Exceptional customer service demeanor and communication skills. Strong troubleshooting instincts and analytical thinking. Proactive "go-getter" attitude with strong ownership over issues. Ability to prioritize multiple requests in a fast‑paced environment.

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