job summary:
Join our enterprise End User Computing (EUC) engineering initiative supporting a major pharmaceutical corporate integration in San Diego. In this critical onsite Level 3 escalation role, you will act as the lead technical authority resolving complex Windows and Lenovo laptop issues as approximately 1,000 users transition to standardized corporate systems. You will serve as the primary bridge between daily EUC operations, integration leadership, and local IT staff, ensuring technical challenges are solved permanently, documented thoroughly, and integrated cleanly into standard enterprise builds.
location: San Diego, California
job type: Contract
work hours: 8am to 5pm
education: Bachelors
responsibilities:
- Serve as the single technical escalation point and onsite technical representative at the San Diego integration site, resolving complex Level 3 laptop issues escalated from the Service Desk, deployment consultants, and local IT staff.
- Triage, reproduce, and resolve deep technical issues across Windows 10/11, Autopilot (hybrid Entra join), Intune enrollment, Configuration Manager co-management, SCEP certificates, and GlobalProtect VPN connectivity.
- Validate corporate builds across deployment hardware (including Lenovo ThinkPad T14/T14s and P-series workstations), managing BIOS/UEFI settings, firmware, driver updates, and dock compatibility.
- Partner closely with retained site IT support technicians, mentoring them on corporate standards, defining escalation thresholds, and building their capacity to resolve issues locally.
- Isolate recurring systemic issues using ServiceNow, endpoint logs, and Nexthink DEX analytics, raising formal problem records and executing permanent fixes through change management.
- Author and update technical runbooks, troubleshooting procedures, and knowledge base articles to empower first-contact resolution teams and execute a complete operational handover at project conclusion.
qualifications:
REQUIRED QUALIFICATIONS
5+ years of progressive enterprise end-user device support or engineering experience, including at least 2 years focused on Level 2/3 Windows laptop escalations.
Demonstrated hands-on expertise troubleshooting enterprise Windows 10/11 deployments, Windows Autopilot (hybrid join), Intune Management Extension/MDM logs, and SCCM co-management.
In-depth engineering familiarity with Lenovo ThinkPad hardware, BIOS/UEFI configuration, Commercial Vantage, Lenovo System Update/Update Retriever, drivers, and dock ecosystems.
Strong working knowledge of enterprise endpoint security configurations, including SCEP device certificates, VPN pre-logon (GlobalProtect preferred), BitLocker, TPM, and Secure Boot.
Solid experience operating within ServiceNow (Incident, Request, Problem, and Change workflows) and ITIL best practices.
Experience operating within formal change-controlled or regulated (GxP) enterprise environments.
Excellent written communication skills for creating technical documentation and runbooks.
Must be local to the San Diego area and able to work 100% onsite (Monday-Friday, 8:00 AM - 4:00 PM PT) at the San Diego (Lusk) facility.
PREFERRED QUALIFICATIONS
Experience supporting enterprise mergers, acquisitions, or large-scale laptop migration cutovers and hypercare periods.
Proficiency in digital employee experience (DEX) platforms such as Nexthink.
Experience with environments running Okta alongside Microsoft Entra ID.
Familiarity with enterprise endpoint security tooling (EDR, PAM, DLP) and basic macOS/Jamf Pro triage.
Relevant industry
skills:
application packaging,application testing,hybrid join,Microsoft Entra ID,BIOS,BitLocker,Jamf,platform design,Configuration Manager,Autopilot,enterprise integration,UEFI,firmware,GxP compliance,data loss prevention,Knowledge Management,Intune,Microsoft Intune,Windows,monitoring tools,Okta,peripherals,runbooks,ServiceNow,Secure Boot,VPN,Troubleshoot,Troubleshooting,conditional access,change control,change management,CompTIA A+,Authoring,diagnostics,Diagnose,Enterprise Engineering,ITSM,ITIL Framework,imaging,EDR,ITIL,troubleshooting guides,engineering expertise,packaging,coaching,mergers,acquisitions,mobile devices,MDM,Employee Experience,procurement,platform engineering,R&D,first-contact resolution,risks,Security,schedules,Technical Documentation,IT support,Triage,Service Desk,Windows Administration
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
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