Desktop Support Engineer

RaiseRight is hiring a Desktop Support Engineer in Grand Rapids, MI (onsite) to keep teams productive by ensuring Windows 11 and macOS endpoints are secure, well-managed, and ready for daily work. In this role, you will be the primary owner for desktop support requests and help maintain the endpoint environment across provisioning, access administration, deployment infrastructure, and troubleshooting across devices and core network services.

Responsibilities

• Act as the primary point of ownership for desktop support requests, technical issues, and support tickets.
• Deliver remote and onsite support for 60+ users using Windows 11 and macOS desktops and laptops.
• Configure and deploy client equipment to enable secure access to network, domain, and company resources.
• Manage user accounts, permissions, and access across Active Directory, Microsoft Entra ID (Azure AD), Microsoft 365, and third-party business applications, including onboarding, offboarding, and access changes.
• Create, maintain, and improve client OS and software deployment infrastructure, configurations, and installation packages.
• Maintain accurate IT asset inventory and lifecycle records for computers, peripherals, software, and assigned equipment.
• Support endpoint security and compliance, including CrowdStrike, operating system updates, and security scripts.
• Install, configure, and troubleshoot VPN and remote connectivity software.
• Diagnose and resolve issues across desktop, laptop, peripheral, and other hardware problems.
• Support printer configuration, setup, and print queues.
• Assist with onsite GoTo telephone and softphone systems.
• Assist with lower-environment server support and application updates, including FTP servers.
• Help troubleshoot firewall and network switch issues.
• Create and maintain knowledge articles, procedures, and documentation for technical and non-technical users.
• Work with customer service on user requests and queries, including occasional ad hoc data reports and analysis.
• Support onsite data center troubleshooting involving hardware, network, and software infrastructure.

Requirements

• Demonstrated experience configuring, deploying, and troubleshooting desktop and laptop computers, telephones, and business applications.
• Experience supporting Windows 11 and macOS.
• Experience supporting and troubleshooting Microsoft 365 desktop applications.
• Familiarity with Active Directory, Microsoft Entra ID (Azure AD), SharePoint, file and print services, and user access administration.
• Experience with endpoint management, operating system imaging, software packaging and deployment, or device provisioning tools.
• Familiarity with IT asset management and inventory tracking practices.
• Exposure to softphone and telecommunications applications.

Technologies

Windows 11, macOS, Active Directory, Microsoft Entra ID (Azure AD), Microsoft 365, CrowdStrike, GoTo, FTP servers, SharePoint, VPN, Microsoft 365 desktop applications, file and print services, softphone, security scripts, firewall, network switch, device provisioning tools, operating system imaging, software packaging/deployment

Preferred Qualifications

• Demonstrated experience configuring, deploying, and troubleshooting desktop and laptop computers, telephones, and business applications.
• Experience supporting Windows 11 and macOS.
• Experience supporting and troubleshooting Microsoft 365 desktop applications.
• Familiarity with Active Directory, Microsoft Entra ID (Azure AD), SharePoint, file and print services, and user access administration.
• Experience with endpoint management, operating system imaging, software packaging and deployment, or device provisioning tools.
• Familiarity with IT asset management and inventory tracking practices.
• Exposure to softphone and telecommunications applications.