What are the responsibilities and job description for the Desktop Engineer position at Accommodations Plus International?
Desktop & Imaging Solutions Engineer
We're seeking a highly skilled and self-motivated Desktop Engineer to play a pivotal role in our IT operations. This is a hybrid role based in Melville, NY, with a critical focus on remote imaging solutions, while also serving as a key resource in end-user support and service delivery.
This role combines Level 1 (L1) end-user support via Jira Service Management (JSM) tickets with Level 2 (L2) technical escalation support, ensuring a seamless, high-quality support experience for our global workforce. You will be equally comfortable managing frontline user requests as you are solving complex technical issues.
In this hardware-centric role, you'll be the expert behind our imaging solutions, from building and deploying new images to ensuring software security and optimal functionality across our enterprise. You'll also play a critical role in triaging, resolving, and escalating service requests, ensuring timely resolution and excellent user satisfaction.
What You'll Do:Deliver End-User Support Excellence (L1 & L2):
Compensation:
$75,000 - $85,000 USD, commensurate with experience.
We're seeking a highly skilled and self-motivated Desktop Engineer to play a pivotal role in our IT operations. This is a hybrid role based in Melville, NY, with a critical focus on remote imaging solutions, while also serving as a key resource in end-user support and service delivery.
This role combines Level 1 (L1) end-user support via Jira Service Management (JSM) tickets with Level 2 (L2) technical escalation support, ensuring a seamless, high-quality support experience for our global workforce. You will be equally comfortable managing frontline user requests as you are solving complex technical issues.
In this hardware-centric role, you'll be the expert behind our imaging solutions, from building and deploying new images to ensuring software security and optimal functionality across our enterprise. You'll also play a critical role in triaging, resolving, and escalating service requests, ensuring timely resolution and excellent user satisfaction.
What You'll Do:Deliver End-User Support Excellence (L1 & L2):
- Serve as a primary point of contact for L1 end-user support via Jira Service Management (JSM), handling ticket intake, triage, and resolution.
- Provide prompt, professional, and customer-focused support for hardware, software, and access-related issues.
- Resolve L1 issues independently and escalate more complex problems appropriately, while maintaining ownership through resolution.
- Deliver Level 2 support for escalated issues, including in-depth troubleshooting across desktops, laptops, mobile devices, printers, and applications.
- Ensure adherence to SLAs and ticket quality standards, including proper documentation, categorization, and communication.
- Lead the creation, maintenance, and deployment of primary images from bare metal as new hardware models emerge.
- Ensure secure, standardized, and efficient software distribution across the organization.
- Diagnose and resolve issues using advanced remote support tools and techniques, minimizing downtime for remote employees.
- Support a distributed workforce with a strong focus on first-contact resolution where possible.
- Act as a trusted escalation point for complex technical issues beyond L1 capabilities.
- Partner with other IT teams to resolve cross-functional issues efficiently.
- Respond to alerts from SIEM and endpoint protection platforms.
- Assist in endpoint hardening, patching, and vulnerability remediation.
- Identify trends in ticket volume and recurring issues and recommend improvements to reduce incidents.
- Continuously improve support workflows, automation opportunities, and knowledge base content.
- Track and update all incidents and service requests in Jira Service Management.
- Maintain accurate documentation, asset inventory, and system records.
- Provide support for Office 365 applications, including CoPilot, Entra and Intune.
- Manage user accounts, permissions, and access requests (Active Directory experience required)
- Develop and maintain end-user documentation and self-service knowledge articles.
- Work effectively under pressure in a fast-paced environment.
- Collaborate across IT and business teams.
- Provide occasional after-hours support when required.
- 5 years of progressive experience across desktop support, end-user support (L1), and advanced troubleshooting (L2).
- Proven ability to manage high-volume ticket queues in a structured ITSM platform (JSM or similar).
- Strong experience balancing user-facing support responsibilities with backend engineering tasks.
- Proven expertise in remote imaging tools (e.g., AutiPilot, MECM/SCCM, Ivanti, SmartDeploy).
- Strong knowledge of Office 365 administration, including Intune, Entra and Exchange.
- Strong knowledge of Active Directory
- Solid understanding of Windows 11 deployment and management.
- Experience with:
- Software distribution and patch management
- Endpoint security tools
- Remote support technologies
- Strong working knowledge of ITIL-based service delivery principles (incident, request, escalation management).
- Excellent communication skills, with a focus on clarity and user experience.
- A customer-first mindset with strong problem-solving and multitasking abilities.
- Ability to operate effectively in a hybrid support model (L1 L2).
- Experience with AWS Workspaces / Virtual Desktop is a plus.
- CompTIA A preferred.
Compensation:
$75,000 - $85,000 USD, commensurate with experience.
Salary : $75,000 - $85,000