Senior Desktop Support Engineer

The ideal candidate has an Associate’s or Bachelor’s degree in Information Technology, Computer Science, Networking, or a related field (or an equivalent combination of education and work experience), along with a CompTIA A+ certification or equivalent credential. Responsibilities: Provides onsite Service Desk and end user support for endpoint systems such as Windows 10/11 laptops and desktops, printers, label printers, monitors, and Office 365. Supports users over the phone, in person, or via online chat to understand, document, and efficiently troubleshoot technical issues and respond to Service Desk incidents and service requests in a timely manner. Installs and maintains printers, desktops, laptops, phones, and other hardware as necessary for new hires, desk transfers, or replacement of faulty or broken IT equipment. Coordinates with other IT teams and third‑party vendors to troubleshoot complex issues, support incident resolution, and ensure timely escalation when additional expertise is required. Maintains IT inventory including asset tracking, logging, and deployment of machines. Assists with identifying IT supplies and hardware requirements including phones, desktops, laptops, printers, and related equipment. Performs projects such as imaging, configuration, and deployment of computers, as well as refresh activities for existing systems including data backup, system upgrades, and installation of new software or hardware. Provides technical guidance and troubleshooting support to L1 and L2 Service Desk team members and acts as an escalation point for technical issues requiring advanced expertise. Assists with the management of Endpoint Detection and Response EDR and other IT security related issues within the scope of IT Services & Support. Documents technical support procedures and maintains customer records. Creates documentation and technical artifacts as required in support of the technical environment, assigned projects, policies, and procedures. Qualifications: Associate’s or Bachelor’s degree in Information Technology, Computer Science, Networks or a related field, or equivalent education and work experience required Minimum of four (4) years of experience with a focus with Windows 10/11, computer repair, imaging, deployment preferred in a LAN/WAN environment Minimum of four (4) years of experience working with Office 365 and Azure/Entra ID environments CompTIA A+ or equivalent certification required CompTIA Network+ and/or Security+ certifications a plus Solid working knowledge of Active Directory Working knowledge of Intune and Windows Autopilot endpoint configuration, deployment, and device management preferred. Working knowledge of endpoint security tools such as Microsoft Defender for Endpoint or other EDR platforms preferred Ability to execute and troubleshoot basic PowerShell scripts for administrative and troubleshooting tasks Intermediate knowledge of Microsoft Office (Outlook, Word, Excel, Visio, PowerPoint) and Adobe Acrobat required. Skills/Abilities: Comfortable with interacting and working with all levels of customers, both internal and external; good interpersonal skills, team motivation and outgoing personality Excellent adaptability in a fast‑paced environment with the flexibility and willingness to take on new tasks and projects Ability to speak and write clearly and accurately Attention to detail and accuracy Multi‑tasking capabilities Must have in‑depth analytical and problem‑solving skills. Responsibilities: Endpoint Management & Operations: Oversees the lifecycle, configuration, and security of enterprise endpoint devices (Windows 10/11, macOS, mobile endpoints, and peripherals). Leads zero‑touch deployment and policy enforcement using Microsoft Intune and Windows Autopilot. Tier 3 Escalations & Technical Leadership: Serves as the senior technical escalation point for Tier 1 and Tier 2 Service Desk staff. Diagnoses and resolves complex OS, hardware, network connectivity, and application issues efficiently. Process Automation: Writes, tests, and maintains intermediate‑to‑advanced PowerShell scripts to automate software deployments, routine administrative tasks, device configuration, and system remediations. Security & Compliance Collaboration: Partners with Security and Infrastructure teams to maintain endpoint security hygiene, manage Microsoft Defender for Endpoint (EDR) policies, execute vulnerability remediations, and enforce Conditional Access policies via Entra ID. Systems Infrastructure & Support: Supports enterprise communication and collaboration platforms including Office 365 (Exchange, Teams, SharePoint) and basic LAN/WAN networking components (DNS, DHCP, VPNs, subnets). Inventory & Asset Lifecycle: Manages asset tracking, device lifecycle refreshes, hardware procurement planning, and standardized image maintenance across the organization. Documentation & Continuous Improvement: Creates and maintains comprehensive technical artifacts, standard operating procedures (SOPs), and end‑user knowledge base articles. Standardizes support workflows to improve overall service desk efficiency. Qualifications: Minimum of 5+ years of hands‑on experience in enterprise IT desktop support, systems administration, or endpoint engineering. Proven experience configuring, managing, and troubleshooting Microsoft Intune and Windows Autopilot in a cloud or hybrid environment. Strong expertise supporting Windows 10/11 , Office 365 , and Microsoft Entra ID (formerly Azure AD). Automation: Proficiency in PowerShell scripting for endpoint management, automated software distribution, and administrative tasks. Security: Hands‑on experience with endpoint detection and response tools (e.g., Microsoft Defender for Endpoint ). Network & Systems Awareness: Solid working knowledge of Active Directory, Group Policy (GPO), TCP/IP networking, DNS, DHCP, and VPN configurations. Skills/Abilities: Strong leadership and mentoring capabilities with a service‑oriented mindset. Exceptional analytical and root‑cause problem‑solving skills. Outstanding communication skills (written and verbal), capable of engaging effectively with executive leadership, non‑technical staff, and vendor partners. Excellent adaptability in a fast‑paced environment with the flexibility to manage competing project priorities. Ability to exercise independent judgment, initiative, and discretion in critical technical situations. Preferred: Certifications (Highly Preferred): CompTIA Network+ and/or CompTIA Security+ Experience operating within a global, multi‑site LAN/WAN architecture. Education / Experience: Bachelor’s degree in Information Technology, Computer Science, or a related technical field (or equivalent hands‑on experience). The estimated pay range for this position is USD $35.00/Hr. - USD $42.00/Hr. Exact compensation and offers of employment are dependent on job‑related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process. #J-18808-Ljbffr Milestone Technologies, Inc.