Position: Desktop Engineer
Location: San Jose, CA
Duration: Contract (6-12 Months)
Description:
The Desktop Engineer 2 provides advanced end-user and endpoint support, with responsibility for diagnosing and resolving complex desktop issues, managing device deployments, and maintaining reliable, secure computing environments. This role handles Level 2 support, owns issues through resolution, and partners with service desk, infrastructure, security, and application teams when escalation is needed.
The ideal candidate combines strong Windows endpoint expertise with practical troubleshooting, clear communication, and a disciplined approach to security, documentation, and service delivery.
Key Responsibilities
Desktop and End-User Support
- Provide Level 2 technical support for desktops, laptops, mobile devices, peripherals, operating systems, and business applications.
- Diagnose and resolve complex Windows issues, including operating system, driver, profile, connectivity, and performance problems.
- Support macOS and mobile devices as required by the environment.
- Troubleshoot Microsoft 365, collaboration tools, enterprise applications, printing, and remote access or VPN issues.
- Deliver remote and on-site support and maintain ownership of assigned issues through resolution.
- Escalate infrastructure, security, or application issues with clear troubleshooting details and supporting evidence.
Endpoint Engineering and Device Lifecycle
- Configure, deploy, maintain, and refresh desktops, laptops, and mobile devices.
- Support endpoint management tools and processes for imaging, provisioning, configuration, software deployment, and patching.
- Diagnose deployment and compliance failures and coordinate remediation with endpoint management or security teams.
- Maintain accurate asset records, device assignments, and lifecycle information.
- Support hardware repairs, warranty coordination, equipment staging, and device recovery or replacement.
Incident and Service Request Management
- Manage incidents and service requests in the ticketing system in accordance with service targets and support procedures.
- Prioritize work based on impact, urgency, and established service levels.
- Document troubleshooting steps, findings, and resolutions clearly.
- Identify recurring incidents and contribute to problem analysis and corrective actions.
- Provide timely status updates to users and coordinate with other IT teams when work spans multiple areas.
Security and Compliance
- Apply and support endpoint security requirements, including MFA, endpoint protection, encryption, and approved configuration standards.
- Assist with identity and access requests in accordance with established approval and role-based access processes.
- Support patch compliance, vulnerability remediation, and device compliance investigations.
- Recognize and promptly report suspected security incidents, compromised devices, or policy violations.
- Follow change management and security procedures when deploying software, changing configurations, or replacing equipment.
Collaboration and Continuous Improvement
- Contribute to knowledge base articles, support procedures, and technical documentation.
- Identify opportunities to improve endpoint reliability, automate routine tasks, and reduce repeat incidents.
- Participate in desktop technology upgrades, operating system deployments, migrations, and site rollouts.
- Provide guidance to Level 1 support staff and share troubleshooting knowledge with the IT team.
- Help users make effective use of supported technology and self-service resources.
Requirements
Required Qualifications
- 3 5 years of experience in desktop support, endpoint engineering, or IT operations.
- Strong hands-on troubleshooting experience with Windows desktops and laptops.
- Experience supporting Microsoft 365 and Active Directory and/or Microsoft Entra ID.
- Experience with endpoint management, software deployment, imaging, or patch management tools.
- Working knowledge of hardware, drivers, operating systems, printers, and common business applications.
- Understanding of DNS, DHCP, TCP/IP, Wi-Fi, VPN, and basic network troubleshooting.
- Experience using an enterprise ticketing system and documenting work accurately.
Preferred Qualifications
- ITIL Foundation, CompTIA A+, Network+, or Security+ certification.
- Experience with Microsoft Intune, Configuration Manager, or comparable endpoint management platforms.
- Experience with PowerShell scripting or endpoint automation.
- Experience supporting hybrid or cloud-managed endpoint environments.
- Familiarity with macOS support and mobile device management.
- Experience in a large or multi-site enterprise environment.
Key Competencies
- Strong customer service and user communication skills.
- Structured troubleshooting and sound technical judgment.
- Ability to manage competing priorities and follow issues through to resolution.
- Clear written documentation and effective cross-team collaboration.
- Attention to security, change control, and support procedures.
- Willingness to share knowledge and help improve team practices.
