Senior Desktop Support Engineer

We are looking for a senior, hands-on Desktop Support Engineer who owns the employee technology experience. This role focuses on delivering high-quality desktop and VIP support for Windows and macOS users, handling difficult escalations, and keeping day-to-day site IT operations running smoothly. The engineer will also contribute to L3 endpoint engineering work, including device management, software deployment, patching and automation, working closely with Endpoint Engineering, Security and IT Service Operations.

What you’ll do

Desktop support, employee experience and site operations

• Deliver responsive, service-focused technical support in person, by phone, chat and email to on-site and remote employees; own assigned incidents and requests through resolution.

• Provide professional, discreet and timely support to executives and VIPs, including urgent workstation, collaboration and meeting-related issues.

• Install, configure, diagnose, repair, upgrade and replace Windows and Mac laptops, desktops, monitors, docks, peripherals, printers and mobile devices.

• Support employee onboarding, moves and offboarding through device setup, account-access coordination, workspace readiness, equipment recovery and refresh activities.

• Troubleshoot day-to-day issues with Google Workspace, Slack, conferencing tools, Wi-Fi, VPN, printing and meeting-room technology; coordinate with specialist teams when needed.

• Maintain accurate tickets, user communications and resolution notes in DDN’s ITSM system; follow support procedures, service priorities and escalation practices.

• Handle local IT inventory, asset records, hardware receiving, shipping, stock management and secure equipment returns.

Advanced troubleshooting and escalation

• Serve as a senior escalation point for complex Windows and macOS issues involving operating systems, applications, drivers, profiles, performance, authentication, certificates and connectivity.

• Use system logs, diagnostic tools and endpoint telemetry to identify root causes, resolve recurring problems and develop repeatable fixes rather than temporary workarounds.

• Partner with Endpoint Engineering, Security, IAM, Network and application teams on complex incidents, technical changes and vendor escalations.

• Escalate critical incidents promptly and support urgent restoration work or planned after-hours activities when required.

Endpoint engineering and automation

• Contribute to Windows and macOS provisioning, enrollment, standard builds, configuration profiles and MDM/UEM policies, including zero-touch deployment where supported.

• Package, test, deploy and troubleshoot applications, drivers, software updates, security patches and operating system upgrades with the endpoint engineering team.

• Investigate device-management issues involving enrollment, policy enforcement, application deployment, encryption, endpoint protection and compliance status.

• Create or improve practical troubleshooting scripts and automated fixes using PowerShell, Bash/zsh or Python; test and document changes before rollout.

• Support endpoint pilots, hardware refreshes, deployment improvements and technical standards; turn frequent support issues into engineering improvements.

Documentation and team support

• Maintain useful knowledge articles, procedures and troubleshooting runbooks; share expertise and coach L1/L2 support staff.

• Work independently while collaborating closely with local IT, infrastructure teams and vendors to deliver consistent, reliable employee support.

What we’re looking for

• 6+ years of hands-on desktop support, deskside engineering, or end-user computing experience, including complex escalations in an enterprise environment.

• Strong, practical Windows and macOS skills, with the ability to troubleshoot hardware, operating systems, applications, peripherals, and connectivity on both platforms.

• Proven customer service and executive-support skills; comfortable working face-to-face with employees and communicating clearly during urgent incidents.

• Experience supporting laptop deployment, break/fix, device replacement, printing, conferencing, and employee onboarding/offboarding activities.

• Working experience with endpoint management tools (MDM/UEM), device enrollment, software deployment, configuration policies, patching, and operating system upgrades.

• Ability to write or adapt scripts in PowerShell, Bash/zsh, or Python to diagnose issues or automate repetitive tasks.

• Knowledge of endpoint security, disk encryption, SSO and networking fundamentals, including DNS, DHCP, Wi-Fi and VPN.

• Familiarity with Google Workspace, Slack, ITSM ticketing, asset inventory and technical documentation; strong ownership and collaboration skills.

• Relevant degree, technical qualification or equivalent professional experience.

Helpful experience

• Apple Business Manager, Automated Device Enrollment, modern Windows provisioning and enterprise macOS/Windows management platforms.

• Cloud printing tools, meeting-room AV support, executive events or digital employee experience monitoring.

• Software packaging at scale, proactive endpoint remediation, or participation in endpoint platform migrations.

• Relevant Apple, endpoint management, CompTIA, or ITIL certifications.