Help Desk Engineer

Responsibilities

• Provide Level 1, 2, and 3 technical support for on‑site and remote users in English and Spanish.
• Act as the escalation point for complex or critical issues beyond frontline capabilities.
• Respond to, triage, troubleshoot, and resolve requests via ticketing system, phone, email, chat, and in‑person interactions.
• Maintain proactive communication with end users and set clear resolution expectations.
• Be on call 24/7 for after‑hours, weekend, and emergency support across multiple sites.
• Provision and manage user accounts across Active Directory, Microsoft 365, and enterprise applications.
• Configure and deploy workstations and laptops (Windows and macOS), mobile devices, and peripherals.
• Lead OS imaging, deployment strategies, and device lifecycle management programs.
• Administer email environments including mailbox management, mail flow rules, and non‑delivery diagnostics.
• Monitor system alerts such as disk capacity, malware events, patch failures, and performance degradation; respond accordingly.
• Lead malware remediation efforts and manage endpoint security tooling.
• Troubleshoot antivirus agents, patch management pipelines, and ongoing system processes.
• Support network connectivity including printing, Wi‑Fi, IP telephony, DHCP, DNS, and VPN.
• Assist with server‑level troubleshooting and basic infrastructure support in coordination with senior IT staff.
• Lead and contribute to system upgrades, office technology rollouts, and infrastructure improvements.
• Develop and maintain knowledge base documents, SOPs, and internal IT procedures.
• Identify recurring issues and implement proactive solutions to reduce ticket volume and improve reliability.

Requirements

• Bachelor’s Degree.
• 4–6 years of experience in Help Desk, Desktop Support, or IT Engineering roles with progressive responsibility.
• Bilingual proficiency in English and Spanish (spoken and written) — required.
• AI‑literate and comfortable leveraging AI‑enabled tools to improve troubleshooting efficiency, documentation quality, and service delivery.
• Experience supporting Windows and macOS in a domain environment.
• Strong working knowledge of Active Directory, Microsoft 365, Exchange Online, DNS, and Group Policy.
• Solid understanding of networking fundamentals (DHCP, Wi‑Fi, DNS, RADIUS, TCP/IP, VPN).
• Proven experience with endpoint imaging, device deployment, and lifecycle management.
• Ability to manage multiple concurrent priorities and perform under pressure.
• Excellent customer service, communication, and documentation skills.
• Must be available for 24/7 on‑call rotation, including nights, weekends, and holidays.

Technologies

• Active Directory
• Microsoft 365
• Exchange Online
• DNS
• Group Policy
• Windows
• macOS
• Intune
• JAMF
• Kandji
• SCCM
• Azure
• AWS

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation

• USD 75,000 - 80,000 per year

Application questions

• Are you available for a 24/7 on‑call rotation, including nights, weekends, and holidays?
• Do you have a solid understanding of networking fundamentals (DHCP, Wi‑Fi, DNS, RADIUS, TCP/IP, VPN)?