Desktop Support Engineer

Mmd Services - Des Peres, MO

Full-time

Des Peres, MO

Specialty Trade Contractors

About the position

The Desktop Support Technician II role is focused on delivering high-quality technical support to high-profile users within the organization. This position requires a strong commitment to customer service and technical expertise, particularly in troubleshooting and resolving issues related to Windows 11 systems, Microsoft 365 Suite, and VPN connectivity. The role also involves maintaining IT system performance, providing after-hours support, and collaborating with other technical teams to ensure efficient operations.

Responsibilities

• Diagnose and resolve workstation issues and service tasks, addressing trouble tickets with efficiency.
• Maintain IT system performance and availability standards by implementing effective technical solutions.
• Provide technical support for IT systems implementation and maintenance.
• Offer after-hours support on an as-needed basis.
• Serve as an escalation point for the Service Desk Team regarding enterprise system issues.
• Attend weekly meetings and provide detailed status reports.
• Support and maintain Windows workstations and audiovisual (AV) equipment.
• Manage and support Windows Active Directory, Azure, Intune, and related tools, including user account and security group administration.
• Deploy applications and updates using Intune.
• Provide asset management by ensuring assets are properly tracked, maintained, and utilized effectively.
• Ensure compliance with security policies and assist with remediations.
• Identify trends and proactively address potential issues before user impact.
• Troubleshoot SharePoint issues and provide user training for basic 'how-to' questions.
• Document processes, knowledge base entries, SOPs, and job aids for team use.
• Crosstrain to support additional technical tasks as needed.
• Provide high-quality, personalized support for senior staff and high-profile users.
• Collaborate with Tier 3 and product managers to resolve escalated issues.
• Continuously review technical support processes for improvement.

Requirements

• A minimum of 3 years of experience in a Tier 2 technical support role.
• Proficiency in Windows 10 and 11 administration, including configuration and security.
• Strong knowledge of Microsoft 365 administration (e.g., OneDrive, Exchange, Teams, SharePoint).
• Familiarity with scripting and PowerShell is a plus.
• Experience using SolarWinds or similar incident management tools.
• Knowledge of Azure, Intune, antivirus, and security deployment tools.
• Expertise in remote desktop tools and VPN technologies.
• Exceptional verbal and written communication skills.
• Ability to manage multiple projects, meet deadlines, and adapt to changing priorities.

Nice-to-haves

• Microsoft 365 Certified: Modern Desktop Administrator Associate.
• Microsoft Certified: Azure Fundamentals or Azure Administrator Associate.
• CompTIA A+ or CompTIA Network+.

Benefits

• Hybrid work schedule with 1 remote day a week.