Helpdesk/ Support Engineer

Job Description

Job Description

Job Summary:

This is an onsite contract role based at Palo Alto Headquarters. The Help Desk/Support Engineer is responsible for the design, implementation, and ongoing management of the organizations device ecosystem. This role focuses on automating the lifecycle of hardware and virtual desktops to ensure a seamless, secure, and "zero-touch" experience for our global workforce. You will serve as the subject matter expert for Apple and Windows management and our cloud desktop infrastructure.

Technical Environment

Apple (macOS iOS): Jamf Pro

Windows Android: Microsoft Intune / Endpoint Manager

Virtual Desktop: Amazon WorkSpaces (AWS)

Scripting: PowerShell, Bash, Python

Key Responsibilities

1. Unified Endpoint Management (UEM)

Daily Operations: Perform daily upkeep, system maintenance, and regular patch management for all managed endpoints to ensure security and stability.

Service Desk Escalation: Serve as the final point of contact and subject matter expert for service desk escalations related to complex endpoint issues.

Apple Fleet: Architect and maintain the Jamf Pro environment for all macOS and iOS devices. Manage configuration profiles, policies, and patch management.

Windows Android: Lead the administration of Microsoft Intune, ensuring robust policy application, security baselines, and application delivery.

Provisioning: Manage Apple Business Manager (ABM) and Windows Autopilot to deliver a true zero-touch deployment experience.

2. Virtual Desktop Infrastructure (VDI)

Administer and optimize Amazon WorkSpaces.

Manage WorkSpaces directories, custom bundles, and image creation/maintenance.

Troubleshoot connectivity and performance issues within the AWS ecosystem.

3. Automation Engineering

Develop and maintain sophisticated scripts in PowerShell and Bash to automate manual tasks and integrate system APIs.

Build and maintain a library of packaged software (dmg, pkg, msi) for silent deployment.

Implement automated reporting for hardware inventory, license compliance, and security auditing.

4. Security Compliance

Enforce endpoint security standards, including FileVault/BitLocker encryption and EDR agent health.

Partner with Security teams to remediate vulnerabilities across the endpoint fleet.

Required Qualifications

Experience: Minimum 35 years in an Endpoint Engineering or MDM-focused role.

Jamf Mastery: Proven experience managing both macOS and iOS at scale via Jamf Pro.

Intune Proficiency: Experience managing Windows environments through Microsoft Endpoint Manager.

VDI Expertise: Hands-on experience with Amazon WorkSpaces administration.

BYOD Deployment: Experience deploying and managing a Bring Your Own Device (BYOD) program for personal mobile phones (iOS/Android).

Advanced Scripting: Ability to write and debug Bash and PowerShell scripts from scratch.

Identity: Understanding of Okta or Azure AD (Entra ID) as it relates to device enrollment and SSO.

Education Certifications

Bachelors degree in Computer Science, IT, or equivalent professional experience.

Relevant certifications (e.g., Jamf 200/300, Microsoft MD-102, or AWS Certified Cloud Practitioner) are a plus.