Desktop Support Engineer I

Provide hands-on and remote IT support for end users and lab environments, with a focus on Windows, identity, networking, and cloud-connected systems.

Responsibilities

• Deliver on-site support at the Cumming, GA lab and remote support to other company labs using phone, Microsoft Teams, the ticketing system, and remote-control tools
• Install, configure, and troubleshoot Windows, macOS, and Linux workstations and laptops
• Support device and peripheral needs, including printers, scanners, docking stations, and other lab equipment
• Prepare, deploy, and retire devices using standard build procedures, including new-hire setups and offboarding
• Troubleshoot CAD and production workstations and connected lab equipment; coordinate with vendors when issues fall outside internal scope
• Apply software updates and patches following established schedules and change procedures
• Maintain accurate hardware and software asset inventory
• Be available for occasional after-hours or weekend maintenance and urgent production support across Eastern and Central time zones
• Perform Active Directory and Microsoft Entra ID account administration, including onboarding/offboarding, password resets, account unlocks, and group membership changes
• Support MFA enrollment, sign-in issues, and access-related problems; escalate required policy changes to senior team members
• Assist with the transition from on-premises Active Directory to Entra ID, including device enrollment, user communication, and post-migration troubleshooting under guidance
• Support Microsoft 365 applications for end users, including Outlook, Teams, OneDrive, and SharePoint
• Perform first-line troubleshooting for wired, wireless, VPN, and internet connectivity; gather diagnostics before escalating
• Handle on-site Cumming tasks such as patching cables, replacing network devices, moving equipment, and checking UPS units
• Act as on-site hands for senior engineers and vendors on infrastructure work; coordinate remote hands for other labs
• Monitor assigned system and service health alerts and route issues to the correct owner
• Triage user-reported issues involving AWS, Azure, and vendor-hosted applications; determine whether impact is local, network, identity, or service-side
• Open, track, and follow up on vendor support cases, keeping users and internal stakeholders informed
• Complete basic, well-documented administrative tasks in AWS and Azure as assigned (with appropriate access and oversight)
• Document tickets thoroughly, including troubleshooting steps, known root cause, and resolution
• Create and maintain knowledge base articles, how-to guides, and standard procedures for recurring issues
• Follow security and compliance practices required by HIPAA, ISO 13485, and 21 CFR Part 11, including access controls, change records, and appropriate handling of protected health information
• Promptly report suspected security incidents, phishing attempts, or policy violations through established channels
• Use AI-assisted tools (e.g., Claude, Microsoft Copilot) for research, drafting documentation/KB articles, and building simple scripts
• Verify AI-generated outputs before acting, especially for commands or configuration changes on production systems
• Follow organizational AI usage policies and avoid sharing sensitive company or patient information with external AI services
• Communicate work status, progress, and blockers clearly; ask for help after initial research when needed
• Receive feedback and apply it to improve work quality; help others when asked
• Participate in learning activities tied to agreed training and certification goals and maintain respectful collaboration
• Participate in culture fit interviews as part of the recruiting process

Requirements

• Working proficiency supporting Windows 10/11 desktops and laptops, including setup and reprovisioning, drivers, patches, user profiles, printers, and common peripherals
• Foundational experience with Active Directory user and group administration (account creation, password resets, unlocks, group membership) and awareness of Microsoft Entra ID and MFA, including differences between cloud identity and on-premises AD
• Ability to support Outlook, Teams, OneDrive, and SharePoint, including mailbox access, sync, and basic licensing issues
• Understanding of core networking concepts: TCP/IP, DHCP, DNS, VLANs, Wi-Fi, VPN; ability to use tools such as ping, ipconfig, tracert, nslookup to isolate connectivity issues
• Basic ability to navigate and troubleshoot macOS and Linux, including user accounts, network settings, application installation, and common command-line tasks
• Conceptual understanding of AWS and Azure (VMs, storage, identities/roles) sufficient to triage user-facing issues and route them correctly
• Experience working from a ticket queue, documenting troubleshooting steps/resolutions, and supporting users with remote-control tools
• Patient, professional communication with non-technical users; ability to minimize disruption to lab production
• Clear technical communication in plain language by phone, Teams, and email, including escalation with context and steps already taken
• Accountability for tickets from intake to resolution using documented procedures and keeping users informed
• Eagerness to build depth across Windows, identity, networking, and cloud; asks questions after initial research; comfortable with change during modernization
• Ability to handle access to user accounts, devices, and patient-related data with confidentiality and sound judgment
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience
• Entry-level certifications such as CompTIA A+, Network+, Security+, MS-900, AZ-900, MD-102, or AWS Certified Cloud Practitioner
• Exposure to endpoint management tools such as Microsoft Intune and Windows Autopilot
• Exposure to hybrid identity concepts (e.g., Entra Connect or Cloud Sync, hybrid-joined devices) or participation in an AD-to-Entra migration
• Experience with Apple device management such as Jamf or Intune for macOS
• Familiarity with basic scripting in PowerShell or Bash to automate routine tasks
• Experience supporting multi-site organizations or remote locations
• Exposure to regulated healthcare, medical device, or manufacturing environments (e.g., HIPAA, ISO 13485)
• Exposure to supporting 3D scanners, 3D printers, CAD workstations, or specialized production equipment
• Valid driver’s license and willingness to travel to another lab location only if an unusual situation requires on-site support

Technologies

• Windows 10, Windows 11
• Active Directory, Microsoft Entra ID, MFA
• Microsoft 365: Outlook, Teams, OneDrive, SharePoint
• Networking: TCP/IP, DHCP, DNS, VLANs, Wi-Fi, VPN; ping, ipconfig, tracert, nslookup
• macOS, Linux
• AWS: virtual machines, storage
• Azure: virtual machines, storage
• Microsoft Copilot, Claude
• PowerShell, Bash
• Jamf, Microsoft Intune, Windows Autopilot, Endpoint Administrator (MD-102)
• Certifications/Foundations: Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), CompTIA A+, CompTIA Network+, CompTIA Security+, AWS Certified Cloud Practitioner
• Hybrid identity: Entra Connect, Cloud Sync
• Compliance: HIPAA, ISO 13485, 21 CFR Part 11

Benefits

• Medical, Dental & Vision Insurance
• Short-term Disability, Long-term Disability, AD&D and Life Insurance Policies
• Paid Vacations
• 9 Paid Company Holidays
• Bonus Plan
• 401(k) with Company Match