Desktop/Helpdesk Support Engineer

Core Technical & Helpdesk Support

 

• Endpoint Preparation: Image, configure, and deploy new MacBooks and Windows laptops for employees, ensuring all standard software and security settings are installed.
• Device Maintenance: Perform routine maintenance, troubleshooting, and formatting of laptops to resolve performance issues or prepare them for reallocation.
• Executive Support: Provide prompt, high-touch, "white-glove" IT support for executives and senior leadership, addressing their day-to-day technical needs with professionalism and discretion. 
• Helpdesk Operations: Serve as a primary point of contact for all IT support requests via tickets, email, or phone, diagnosing and resolving hardware, software, and network issues efficiently.

 

User Lifecycle & Asset Management

 

• Onboarding: Manage the new hire process by creating user accounts in identity management systems (e.g., Active Directory, Azure AD, Okta), assigning appropriate permissions, and preparing their IT equipment.
• Offboarding: Handle employee departures by ensuring timely deactivation of all accounts, revoking access to company systems, and coordinating the return of all company assets.
• Inventory Management: Meticulously track all IT hardware, software licenses, and peripherals. Manage the logistics of shipments for remote employees and maintain an accurate asset database. 

 

Collaboration & Security

 

• Cross-Functional Teamwork: Collaborate with the Network team to troubleshoot user connectivity issues (VPN, Wi-Fi) and partner with the Security team to implement endpoint security policies, investigate alerts, and ensure device compliance. 
• Policy Enforcement: Ensure all endpoints adhere to company security standards, including encryption, antivirus, and software patching.
• Documentation: Create and maintain clear documentation for common IT procedures, troubleshooting steps, and system configurations.

 

Mobile Device Management (MDM)

 

• Mobile Support: Provide comprehensive support for corporate and personal (BYOD) mobile phones and tablets (iOS & Android), including setup, configuration, and troubleshooting. 
• MDM Administration: Utilize MDM tools (e.g., Jamf, Kandji, Microsoft Intune) to enroll, secure, and manage the fleet of MacBooks and mobile devices, deploying applications and enforcing security policies remotely.