Desktop Support Engineer

Motion Recruitment - Salt Lake City, UT

Full-time - Mid Level

Salt Lake City, UT

Administrative and Support Services

About the position

The Desktop Support Engineer will play a crucial role in supporting the IT infrastructure of the organization. This position involves working closely with the Sr. IT Manager to set up and support all employees, including new hire setups and ongoing support. The engineer will take ownership of various projects and IT initiatives, ensuring their successful execution and outcome. This role requires a proactive approach to responding to queries, running diagnostic programs, isolating problems, and determining and implementing effective solutions. Additionally, the engineer will be part of an on-call rotation, providing support as needed outside of regular hours. This is a hybrid role, allowing for 1-2 days of remote work each week, which offers flexibility while maintaining a strong presence in the office for hands-on support. In this position, the Desktop Support Engineer will be responsible for designing, building, and implementing solutions for device enrollment, endpoint management, policy configuration, and app deployment using tools such as Microsoft Intune, AutoPilot, Apple Business Manager, and JAMF Pro. The engineer will also be tasked with testing, installing, and setting up application programs on users' workstations, providing escalated technical assistance, and maintaining user account administration across multiple systems and platforms. This includes Azure AD, Office 365, Teams, Sharepoint, and more. The engineer will also manage monthly run activities, including software deployment and vulnerability management, and will work with vendors to evaluate new technology solutions. The role requires a strong focus on customer service, with the engineer expected to self-manage daily Service Desk issues, drive aging tickets to completion, and provide feedback to IT management regarding service desk operations. The engineer will monitor the performance of the company's desktop infrastructure, suggest improvements, and develop automation scripts using PowerShell, Python, or other scripting languages. Additionally, the engineer will assist the Infrastructure Team with troubleshooting network issues and upgrades, ensuring that all systems operate efficiently and effectively.

Responsibilities

• Design, build, and implement solutions for device enrollment, endpoint management, policy configuration & app deployment using Microsoft Intune, AutoPilot, Apple Business Manager, and JAMF Pro.
• Test, install, and set up application programs on users' workstations.
• Provide escalated technical assistance and support related to computer systems, hardware, and software.
• Maintain user account administration across multiple systems and platforms, including Azure AD, Office 365, Teams, Sharepoint, Intune, and JAMF.
• Maintain and update PCs, MACs, printers, mobile devices, and related auxiliary systems.
• Own monthly run activities, including software deployment, packaging, and vulnerability management.
• Work with vendors to evaluate new technology.
• Self-manage daily Service Desk issues, driving aging tickets and customer service issues to completion.
• Provide feedback to IT Management and MSPs regarding services provided from the service desk and other business units.
• Monitor the performance of the company's desktop infrastructure and suggest improvements.
• Develop automation and scripts using PowerShell, Python, or other scripting languages.
• Maintain infrastructure technologies following the change management process, including logging change management tickets and seeking appropriate approvals.
• Troubleshoot, investigate, and document system configuration and performance anomalies.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Build and maintain documentation to support problem analysis and resolution through KB articles.
• Troubleshoot users' issues and resolve problems.
• Assist the Infrastructure Team with troubleshooting network issues and upgrades as necessary, including after-hours testing and releases.
• Resolve and respond to employees' calls/texts and communication after-hours for urgent issues, including emergency on-site support.
• Assist leadership with technical support and advise on the best technological solutions for the organization.

Requirements

• Advanced experience with building and ownership of JAMF/ABM and/or Intune/Autopilot; MDM management.
• Strong knowledge of owning platforms - Azure AD/Entra ID, Office 365 administration, Teams administration, and Sharepoint administration.
• Experience in scripting - Powershell/Python/other scripting languages.
• Excellent problem-solving and critical thinking skills.
• Strong passion for innovation.
• Experience troubleshooting technical issues.
• Willingness to learn and self-educate.
• Passion for customer service.
• Ability to multitask and manage time effectively.
• Ability to work both independently and in teams as needed.
• Strong written and verbal communication skills.
• Requires a Bachelor's Degree in Computer Science or a minimum of 5+ years experience in an advanced technical role.
• US Military or Veteran status is a plus.