Desktop Support Engineer

RaiseRight is seeking a Desktop Support Engineer to provide primary desktop support and manage endpoints for Windows 11 and macOS users. This onsite role is based in Grand Rapids, MI and includes remote and on-site troubleshooting, device provisioning, account administration, endpoint security, and support for related network and infrastructure issues.

Key Responsibilities

• Act as the primary owner for desktop support requests, technical issues, and support tickets.
• Provide remote and on-site assistance for 60+ users using Windows 11 and macOS desktops and laptops.
• Configure and deploy client equipment to enable secure access to the network, domain, and company resources.
• Manage and maintain user accounts, permissions, and access across Active Directory, Microsoft Entra ID (Azure AD), Microsoft 365, and third-party business applications, including onboarding, offboarding, and access changes.
• Create, maintain, and improve client operating system and software deployment infrastructure, configurations, and installation packages.
• Maintain accurate IT asset inventory and lifecycle records for assigned computers, peripherals, software, and equipment.
• Support endpoint security and compliance, including CrowdStrike, operating system updates, and security scripts.
• Install, configure, and troubleshoot VPN and remote connectivity software.
• Diagnose and resolve issues across desktop and laptop systems, peripherals, and other hardware.
• Support printer configuration, setup, and print queues.
• Assist with onsite GoTo telephone and softphone systems.
• Assist with lower-environment server support and application updates, including FTP servers.
• Help troubleshoot firewall and network switch issues.
• Create and maintain knowledge articles, procedures, and documentation for both technical and non-technical users.
• Collaborate with customer service on user requests and queries, including occasional ad hoc data reports and analysis.
• Support onsite data center troubleshooting involving hardware, network, and software infrastructure.

Required Qualifications

• Demonstrated experience configuring, deploying, and troubleshooting desktop/laptop computers, telephones, and business applications.
• Experience supporting Windows 11 and macOS.
• Experience supporting and troubleshooting Microsoft 365 desktop applications.
• Familiarity with Active Directory, Microsoft Entra ID (Azure AD), SharePoint, file and print services, and user access administration.
• Experience with endpoint management, operating system imaging, software packaging/deployment, or device provisioning tools.
• Familiarity with IT asset management and inventory tracking practices.
• Exposure to softphone and telecommunications applications.

Technology Stack

• Windows 11, macOS
• Active Directory, Microsoft Entra ID (Azure AD)
• Microsoft 365, Microsoft 365 desktop applications
• CrowdStrike, security scripts
• GoTo, softphone
• VPN
• FTP servers
• SharePoint, file and print services
• Firewall, network switch
• Device provisioning tools, operating system imaging, software packaging/deployment