Sr. Desktop Support Engineer

Hi

Sr. Desktop Support Engineer

Duration: 6 months CTH 

Location: San Diego, CA - 5 days onsite

PURPOSE

The Sr. Desktop Support Engineer is responsible for delivering advanced end-user computing and collaboration support across the enterprise. This role ensures the reliability, performance, and security of all desktop, laptop, and mobile computing devices as well as video conferencing and Audio/Visual (A/V) systems in conference rooms. The position requires deep technical expertise in Microsoft platforms, Azure AD, endpoint management, and enterprise collaboration technologies. The Sr. Desktop Support Engineer will standardize and maintain desktop environments, manage device lifecycles, support hybrid meeting technologies, and provide Tier 2–3 support for complex user issues.

ESSENTIAL FUNCTIONS

Technical Support & Troubleshooting

• Provide expert-level support for Windows and macOS devices, Microsoft 365 applications, Teams platforms.
• Troubleshoot complex end-user issues involving application performance, connectivity, authentication, and profile synchronization.
• Manage endpoint security configurations, including anti-virus, device encryption, and multi-factor authentication (MFA).
• Serve as escalation point for Tier 1 and Tier 2 technicians to resolve advanced incidents efficiently.

Audio/Visual & Collaboration Systems

• Support, configure, and maintain conference room Audio/Visual systems including video conferencing hardware (e.g., Logitech, Polycom, Crestron, Teams Rooms, and Zoom Rooms).
• Provide on-site and remote assistance for executive meetings, town halls, and hybrid conferences to ensure seamless A/V performance.
• Coordinate with vendors for hardware replacement, firmware updates, and integration of new conference room technologies.
• Maintain documentation and inventory of A/V equipment, cabling, and room configuration details.
• Ensure A/V systems remain operational and standardized across all meeting spaces.

Endpoint Management & Automation

• Create and maintain standardized desktop and laptop images using Microsoft Endpoint Manager (Intune) or SCCM.
• Develop automation scripts and policies for device provisioning, patch deployment, and software installation.
• Configure and manage WSUS/SCCM patching to ensure endpoint compliance and security.
• Utilize remote management tools to resolve issues efficiently and proactively.

Microsoft Azure & Identity Management

• Administer user accounts, groups, and licenses in Azure AD and Microsoft 365.
• Configure conditional access, MFA, and security compliance settings in alignment with organizational policy.
• Support single sign-on (SSO) integrations for enterprise applications.

Procurement & Asset Lifecycle Management

• Manage procurement and inventory of user hardware, peripherals, and licensed software.
• Maintain accurate records of IT assets, including warranty status, renewals, and lifecycle management.
• Assist with onboarding/offboarding processes to ensure timely provisioning and recovery of assets.

Documentation & Knowledge Management

• Create and maintain technical documentation including build procedures, A/V configurations, and troubleshooting guides.
• Develop user-friendly training materials and FAQs to enhance self-service capabilities.
• Identify and implement improvements to IT service delivery and end-user experience.

Collaboration & Service Delivery

• Partner with infrastructure, cybersecurity, and network teams to ensure end-to-end system reliability.
• Participate in service reviews, root cause analyses, and process improvement initiatives.
• Mentor junior technicians and provide technical leadership in end-user technologies.
• Support business continuity and ensure key systems remain available during outages or DR events.

 QUALIFICATIONS

• Education: Bachelor’s degree in computer science, Information Systems, or related field, or equivalent professional experience.
• Work Experience: Minimum 7 years of experience providing Tier 2/3 desktop engineering and end-user support in enterprise environments. Proven expertise in Microsoft 365, Azure AD, and Intune and PDQ management. Experience supporting and maintaining conference room Audio/Visual systems. Strong background in Active Directory, Group Policy, and endpoint patch management.
• Skills/Knowledge: Advanced troubleshooting for Windows OS, macOS, and collaboration platforms. Familiarity with A/V control systems, HDMI/USB standards, and hybrid meeting technology setups. Solid understanding of TCP/IP, DNS, DHCP, and VPN networking fundamentals. PowerShell scripting for automation and reporting. Excellent communication, documentation, and customer service skills. Knowledge of ITIL processes for incident and change management.
• Certifications (Required/Preferred): Required: CompTIA A , Microsoft 365 Certified: Modern Desktop Administrator Associate. Preferred: CompTIA Network , Microsoft Endpoint Administrator, ITIL v4 Foundation, Crestron or Zoom Rooms certification.

TOOLS AND EQUIPMENT

• Microsoft 365, Intune/SCCM, Azure AD, Active Directory, ServiceNow (or equivalent ITSM tool), Remote Desktop tools, PowerShell, Teams/Zoom, and conference room A/V systems (Logitech, Polycom, Crestron).