Desktop Support Engineer: Windows 11 / Microsoft 365

Frenle is seeking a Desktop Support Engineer to deliver frontline technical support to end-users, helping keep desktop, network, and Microsoft 365-related systems running reliably. The role emphasizes Windows 11 support, troubleshooting across hardware and software, help desk ticket ownership, and security and identity tool assistance.

Responsibilities

• Provide technical support for desktop computers, laptops, mobile devices, printers, and peripherals across Windows and macOS environments.
• Troubleshoot hardware problems including equipment malfunctions, computer hardware failures, and peripheral connectivity issues.
• Resolve software issues across operating systems, applications such as Microsoft Office, and custom enterprise software.
• Manage help desk tickets using help desk systems, documenting issues thoroughly and following up until resolutions are complete.
• Support network troubleshooting activities involving LAN, TCP/IP, DNS configurations, VPN access, firewalls, and Active Directory management.
• Assist with user account administration tasks including Active Directory account creation, password resets, GPO configuration, and user access controls.
• Perform equipment setup, upgrades, and ongoing maintenance for desktops, laptops, mobile devices, and network hardware.
• Collaborate with IT teams to analyze system logs and diagnose complex issues tied to Windows Server environments.
• Maintain security standards by supporting firewall configurations, VPN connections, and Microsoft 365 security and identity tooling including Defender, Entra, Intune, and SentinelOne EDR.
• Provide customer-focused support through clear communication with end-users of varying technical skill levels and timely issue resolution.

Requirements

• Proven experience in desktop support or IT support roles with strong networking fundamentals including TCP/IP, LAN/WAN architecture, DNS, DHCP, and VPNs.
• Proficiency supporting Windows 10/11 and macOS devices, with experience using Microsoft Office and Microsoft O365 services including Exchange, Defender, Entra, and Intune.
• Hands-on troubleshooting experience for hardware components such as desktops, laptops, printers, mobile devices, and peripherals.
• Knowledge of help desk ticket management systems, including clear documentation and effective resolution follow-through.
• Strong analytical skills to diagnose complex technical problems quickly and accurately across Windows Server environments and Linux systems.
• Familiarity with Microsoft 365 Identity/Entra and Active Directory management, including user account creation, permissions management, and Group Policy Objects (GPO).
• Excellent communication skills to explain technical topics to non-technical users while delivering high-quality customer support.
• Ability to work independently or with a team in a fast-paced setting while managing multiple priorities.

Technologies

• Windows 11, Windows 10
• macOS
• Microsoft Office
• Microsoft O365 - Exchange, Microsoft O365 - Defender, Microsoft O365 - Entra
• Intune
• Active Directory, GPO (Group Policy Object)
• TCP/IP, LAN (Local Area Network), DNS, DHCP, VPN, firewalls
• Windows Server environments, Linux
• Microsoft 365 Defender, Entra
• SentinelOne EDR

Compensation and Work Schedule

• Pay: $27.00 - $40.00 per hour
• Expected hours: 40.0 per week

Benefits

• Flexible schedule
• Paid time off
• Professional development assistance

Work Location

Hybrid remote in New York, NY 10017.