Desktop Support Engineer I

Specialty Appliances LLC offers a supportive, hybrid-friendly environment for an entry-level Desktop Support Engineer I in Cumming, GA. The role supports end users across the company’s dental and orthodontic labs, with a mix of on-site work and remote troubleshooting. You will work with modern endpoint, identity, networking, and cloud systems while following structured processes tied to regulated healthcare and medical-device standards.

What you’ll do

• Provide on-site support at the Cumming, GA lab and remote assistance to users at other labs via phone, Teams, the ticketing system, and remote-control tools
• Install, configure, and troubleshoot Windows, macOS, and Linux workstations and laptops, along with printers, scanners, docking stations, and related peripherals
• Prepare, deploy, and retire devices for standard builds, including new-hire setups and offboarding
• Support CAD and production workstations and connected lab equipment; coordinate with vendors when issues fall outside internal scope
• Apply software updates and patches using established schedules and change procedures
• Maintain accurate hardware and software asset inventory
• Handle occasional after-hours or weekend maintenance for urgent production issues across Eastern and Central time zones
• Perform first-line administration for identity and access, including Active Directory and Microsoft Entra ID tasks such as onboarding, offboarding, password resets, unlocks, and group membership changes
• Support MFA enrollment, sign-in issues, and access-related user problems, escalating policy changes to senior team members
• Assist with the transition from on-premises Active Directory to Entra ID, including device enrollment, user communication, and post-migration troubleshooting under guidance
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint
• Troubleshoot wired, wireless, VPN, and internet connectivity issues, collecting diagnostic details before escalation
• Complete on-site infrastructure tasks at the Cumming site such as patching cables, replacing network devices, moving equipment, and checking UPS units
• Monitor assigned system and service health alerts and route issues to the appropriate owner
• Triage user-reported issues for AWS, Azure, and vendor-hosted platforms, determining whether the cause is local, network, identity, or service-side
• Open, track, and follow up on vendor support cases while keeping users and internal stakeholders informed
• Complete basic, documented administrative tasks in AWS and Azure as assigned, with appropriate access and oversight
• Document tickets thoroughly, create and maintain knowledge base articles, how-to guides, and standard procedures for recurring issues
• Follow security and compliance practices required by HIPAA, ISO 13485, and 21 CFR Part 11, including access controls, change records, and handling of protected health information
• Report suspected security incidents, phishing attempts, or policy violations through established channels
• Use AI-assisted tools (e.g., Claude, Microsoft Copilot) to research issues, draft documentation/KB articles, and build simple scripts, while verifying AI outputs before acting and avoiding sensitive company or patient information in external AI services
• Communicate clearly about work status, progress, and blockers; ask questions for help after initial research
• Participate in agreed training and certification goals, treat everyone with respect, and complete culture-fit interviews as part of the recruiting process

What you bring

• Working proficiency supporting Windows 10/11 desktops and laptops, including setup and reprovisioning, drivers, patches, user profiles, printers, and common peripherals
• Foundational experience with Active Directory user and group administration, plus awareness of Microsoft Entra ID and how cloud identity differs from on-premises AD
• Ability to support Outlook, Teams, OneDrive, and SharePoint for end users, including mailbox access, sync, and basic licensing issues
• Core networking understanding (TCP/IP, DHCP, DNS, VLANs, Wi-Fi, VPN) and ability to use tools like ping, ipconfig, tracert, and nslookup
• Basic ability to troubleshoot macOS and Linux, including user accounts, network settings, application installation, and common command-line tasks
• Conceptual understanding of AWS and Azure (virtual machines, storage, identities and roles) to triage user-facing issues
• Experience working from a ticket queue, documenting troubleshooting steps and resolutions, and supporting users with remote-control tools
• Patient, professional communication with non-technical users, with an emphasis on minimizing disruption to lab production
• Comfort taking ownership of tickets from intake through resolution, following documented procedures and keeping users informed
• Eagerness to build depth across Windows, identity, networking, and cloud, including working through change during an AD-to-Entra modernization
• Ability to handle access to user accounts, devices, and patient-related data with confidentiality and sound judgment
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent hands-on experience
• Entry-level certifications such as CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), Endpoint Administrator (MD-102), or AWS Certified Cloud Practitioner
• Exposure to endpoint management tools like Microsoft Intune and Windows Autopilot
• Exposure to hybrid identity concepts (e.g., Entra Connect or Cloud Sync, hybrid-joined devices) or experience participating in an AD-to-Entra migration
• Experience with Apple device management (e.g., Jamf, Intune for macOS, or similar)
• Familiarity with basic scripting in PowerShell or Bash to automate routine tasks
• Experience supporting multi-site organizations or remote locations
• Experience in regulated healthcare, medical device, or manufacturing environments (e.g., HIPAA, ISO 13485)
• Exposure to supporting specialized production equipment such as 3D scanners and printers, CAD workstations, or other lab equipment
• Valid driver’s license and willingness to travel to another lab location only if an unusual situation requires on-site support

Benefits

• Medical, Dental & Vision Insurance
• Short-term Disability, Long-term Disability, AD&D and Life Insurance Policies
• Paid Vacations
• 9 Paid Company Holidays
• Bonus Plan
• 401(k) with Company Match

Travel: This role is not expected to travel. Travel to another lab location would be infrequent and only if an unusual situation requires on-site support.