Description

Key Responsibilities

Endpoint Design & Deployment
Design, implement, and manage end user computing solutions, including desktop/laptop systems, mobile devices, virtual desktop infrastructure (VDI), and productivity/business applications.
Deploy and configure operating systems (Windows 11, macOS) and ensure compatibility with organizational requirements and security standards.
Develop and maintain system images and software packages using automated deployment tools and best practices.
Manage hardware lifecycle including procurement, provisioning, configuration, and decommissioning of endpoint devices.

Automation & Scripting
Develop and maintain PowerShell scripts to automate repetitive tasks, streamline workflows, and improve overall operational efficiency.
Implement automated solutions for software deployment, configuration management, system monitoring, patch management, and reporting.
Continuously identify opportunities for automation and process improvement across the IT environment.
Leverage tools such as Manage Engine for endpoint management, automation workflows, and help desk ticketing.

Security & Compliance
Implement security measures to protect end user devices and data, including encryption, access controls, endpoint detection and response (EDR), and antivirus/antimalware solutions.
Manage and operate Netskope for cloud access security broker (CASB), secure web gateway (SWG), and data loss prevention (DLP) capabilities.
Utilize Tenable/Tanium for vulnerability scanning, assessment, and remediation across all endpoint assets.
Ensure compliance with regulatory requirements, IT policies, and industry best practices (CIS Benchmarks, NIST).
Participate in security audits, risk assessments, and compliance reviews as required.

Infrastructure & Operations
Manage and maintain end user computing infrastructure, including hardware, software, and peripherals.
Monitor system performance, troubleshoot issues, and optimize resource utilization across the endpoint estate.
Troubleshoot and resolve complex client OS, network, and DNS issues in a timely and effective manner.
Manage Microsoft 365 (O365) suite including Exchange Online, SharePoint, Teams, OneDrive, and associated licensing.
Administer and manage software licensing compliance across all enterprise applications and tools.
Support and maintain mobile device management (MDM/MAM) solutions for iOS and Android platforms.

End User Support & Service Delivery
Provide expert-level technical support to end users, troubleshooting hardware and software issues and resolving technical problems with urgency and professionalism.
Serve as an escalation point for Tier 2/3 helpdesk issues, ensuring timely resolution and exceptional customer service.
Develop and maintain knowledge base articles, user guides, and training materials to empower end users and promote self-service support.
Track, prioritize, and manage support tickets using ITSM tools, ensuring SLA adherence and accurate reporting.

Collaboration & Stakeholder Engagement
Partner with cross-functional IT teams to assess end user computing needs and develop strategic plans for technology adoption and integration.
Communicate effectively with stakeholders at all levels of the organization to gather requirements, provide status updates, and solicit feedback.
Participate in technology evaluations and recommend solutions that align with business objectives and budget constraints.
Maintain accurate, up-to-date documentation of end user computing configurations, procedures, and policies.
Other duties as assigned; nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Required Qualifications & Skills

Technical Skills
Windows 11 OS: Deep expertise in deployment, configuration, troubleshooting, and support of Windows 11 in enterprise environments.
Microsoft 365 / O365: Strong knowledge of the full O365 suite (Exchange Online, Teams, SharePoint, OneDrive, Azure AD/Entra ID) and licensing management.
System Imaging: Proven experience creating, maintaining, and deploying OS images and software packages
PowerShell Scripting: Proficiency in writing, testing, and maintaining PowerShell scripts for automation, reporting, and configuration management.

ManageEngine: Hands-on experience with ManageEngine products (Desktop Central/Endpoint Central, ServiceDesk Plus, or similar modules).
Netskope: Working knowledge of Netskope CASB, SWG, and DLP policies configuration and management.
Tenable / Tanium: Experience with Tenable.io for vulnerability management, scanning, and remediation workflows.
Network & DNS Troubleshooting: Solid understanding of TCP/IP networking, DNS, DHCP, and the ability to diagnose and resolve client-side network issues.
Active Directory & Azure AD / Entra ID: Proficiency in user/group management, GPO administration, and hybrid identity environments.
Endpoint Security: Experience with EDR/XDR tools, BitLocker encryption, MFA enforcement, and zero-trust endpoint strategies.
macOS Support: Working knowledge of macOS configuration, management, and integration in a Windows-centric enterprise environment (desirable).
ITSM & Ticketing Tools: Familiarity with ITSM platforms (ServiceNow, Jira Service Management, ManageEngine ServiceDesk, or similar).
Virtualization & VDI: Understanding of virtual desktop infrastructure (e.g., Citrix, VMware Horizon) is a plus.
Mobile Device Management: Experience with Intune MDM solution

Professional & Soft Skills
Customer-Focused Mindset: Genuine passion for delivering outstanding end user experience with a service-first attitude.
Communication: Excellent verbal and written communication skills; ability to explain complex technical concepts to non-technical stakeholders clearly and concisely.
Problem Solving: Strong analytical and diagnostic skills with the ability to troubleshoot complex, multi-layered technical issues independently.
Attention to Detail: Meticulous approach to documentation, configuration management, and change control.
Time Management: Ability to prioritize and manage multiple concurrent tasks and projects in a fast-paced environment.
Team Collaboration: Works effectively as part of a cross-functional IT team; proactively shares knowledge and supports colleagues.
Adaptability: Comfortable working in a dynamic environment with evolving priorities and emerging technologies.
Ownership & Accountability: Takes full ownership of assigned issues and projects, following through to resolution.

Experience & Education
5+ years of experience in an EUC, Desktop Support, or IT Engineer role within a mid-to-large enterprise environment.
Demonstrated experience supporting 500+ endpoints across multiple locations.
Bachelor's degree in information technology, Computer Science, or a related field — or equivalent practical experience.
Relevant certifications highly desirable: Microsoft (MD-102 Endpoint Administrator, MS-900, AZ-900), CompTIA (A+, Network+, Security+), ITIL Foundation.

Experience working in a contractor or managed services capacity is an advantage

Key Skills

Education

Bachelor's degree