Desktop Support Engineer

Manage and configure Microsoft Endpoint Manager (Intune) and Windows Autopilot.

Configure, test, and deploy hardware and software to users both locally and remotely

Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers

Diagnoses and resolves problems related to the operation of PCs on the network

Administer and enforce compliance policies and configuration profiles.

Oversee application packaging, deployment, and Windows update policies.

Troubleshoot and support hardware/software issues on Windows OS.

Configure and manage endpoint devices using ManageEngine Desktop Central.

Automate patch management, software deployment, and asset management.

Monitor and optimize system performance and security.

Identify and respond to network alerts and outages and perform initial analysis of network performance issues.

Verify network device status and interface utilization, Check interface status, link failures, and bandwidth usage.

Identify and troubleshoot network-related incidents including DNS, DHCP, IP conflicts, VPN access, and wireless connectivity issues.

Coordinate with Network Operations teams for escalation and resolution of complex network problems.

Support network infrastructure moves, additions, and changes, including workstation and peripheral connectivity.

Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts

Work closely with IT Security, Infrastructure, and Service Desk teams.

Maintain detailed documentation, SOPs, and knowledge base articles.

Provide solutions to user issues by identifying problems, train users in basic problem resolution and understanding how to make efficient use of their PCs

Respond to user requests and service issues in a timely and professional manner

Create, monitor, update, and close tickets using Service Now ticketing system

Adhere to Black Box corporate, technology and security policies at all times while performing daily functions

Remain current on technical and operational details concerning PC products and support

Deep understanding of Windows 10/11, Office 365, and MDM policies.

Knowledge of Microsoft Entra ID (formerly Azure AD), Group Policy, and endpoint security practices.

with virtual desktop administration (e.g., Windows 365, Citrix).

Extensive experience with Win 10/11 OS – Control panel, System settings, networking, device manager.

Microsoft Outlook, Word, Excel, Cisco AnyConnect, CrowdStrike, backup tools

Microsoft Outlook – OST/PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail.

Networking – IP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s.

Active Directory Password resets and User properties.

Working knowledge of Microsoft Teams audio/video conferencing systems