Desktop Support Engineer
Active Directory
Application Support
Bitlocker
Customer Service
Desktop Support
Device Management
End User Support
Endpoint Management
Endpoint Security
Hardware Support
Help Desk Support
Incident Management
Information Technology (IT)
It Service Management
IT Services
It Support
ITSM
Mdm
Microsoft Intune
Pxe Boot
Remote Support
Sccm
Service Desk Tool
Service Management
Servicenow
Technical Support
Windows
Job Description
The Desktop Support Engineer will support day-to-day desktop hardware and software incidents, deliver desk-side and remote support for field users, and help maintain secure, compliant desktop configurations on site at Johnston, RI.
Role Responsibilities
- Manage desktop device incidents (hardware, software, and connectivity) through to resolution.
- Oversee IMAC and deskside support services.
- Provide hard and soft break-fix support for laptops and desktop systems.
- Deliver conference room support, Remote Desktop support, and event support at the customer location.
- Maintain and support standard, approved hardware and software, including operating systems and standard office applications, across the desktop device lifecycle.
- Perform remote management of desktop devices using appropriate tools.
- Support, manage, optimize, and maintain desktop configuration and installation activities, including patch updates and hardware replacements using vendor-provided spares.
- Analyze service desk calls and desktop incident data to identify potential user training needs and opportunities for automation.
- Ensure each desktop device is installed with the appropriate desktop image.
- Monitor security profiles and anti-virus status on all desktop devices and take appropriate action when security requirements are not met.
- Provide VIP support for deskside issues per contract and act as the site point of contact for IT-related issues when other IT support teams are not available (for example, MI calls).
Required Qualifications
- Knowledge and experience with Windows 10 and Windows 11 operating systems.
- Windows 11 imaging and reimaging experience using PXE boot.
- Experience installing software using SCCM, Software Center, and manual methods.
- Hands-on experience replacing batteries and working with Dell technicians on hardware break-fix.
- Experience using Intune, Active Directory (AD), and BitLocker.
- Experience with Outlook administration.
- Experience troubleshooting Humanscale.
- Experience working in engineering firms or large companies.
- Minimum 3–5 years of experience.
- Associate degree (A.A.) or equivalent from a three-year college or technical school with emphasis in electronics is required.
- Desktop support: 2 years (required).
- Active Directory: 2 years (required).
Preferred Qualifications
- Good to have knowledge of AD and smart hands-and-feet support.
- Good to have knowledge and experience supporting MAC devices and tablets.
- Experience with Service management tooling (e.g., ServiceNow).
- Good expertise with EUC tools, remote support tools, and MS Office, plus Outlook.
- Preferably understands Lync, VPN, and mobile device support.
- Should be familiar with ITIL processes including Incident, Change, Problem, and Service Request, including spare and buffer stock management.
- Bachelor’s degree preferred.
- ServiceNow: 2 years (preferred).
Technologies
- Windows 10, Windows 11
- PXE boot
- SCCM, Software Center
- Intune, Active Directory (AD), BitLocker
- Outlook
- Humanscale
- ServiceNow
- EUC tools, remote support tools
- MS Office, Lync, VPN
- ITIL, Incident, Change, Problem, Service Request
Location and Work Type
Location: Johnston, RI (onsite)
Work type: In person
Compensation
Salary: USD 22.00 to 25.00 per hour
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