Desktop Engineer

Desktop & Imaging Solutions EngineerWe're seeking a highly skilled and self-motivated Desktop Engineer to play a pivotal role in our IT operations. This is a hybrid role based in Melville, NY, with a critical focus on remote imaging solutions, while also serving as a key resource in end-user support and service delivery.This role combines Level 1 (L1) end-user support via Jira Service Management (JSM) tickets with Level 2 (L2) technical escalation support, ensuring a seamless, high-quality support experience for our global workforce. You will be equally comfortable managing frontline user requests as you are solving complex technical issues.In this hardware-centric role, you'll be the expert behind our imaging solutions, from building and deploying new images to ensuring software security and optimal functionality across our enterprise. You'll also play a critical role in triaging, resolving, and escalating service requests, ensuring timely resolution and excellent user satisfaction. What You'll Do:Deliver End-User Support Excellence (L1 & L2):Serve as a primary point of contact for L1 end-user support via Jira Service Management (JSM), handling ticket intake, triage, and resolution.Provide prompt, professional, and customer-focused support for hardware, software, and access-related issues.Resolve L1 issues independently and escalate more complex problems appropriately, while maintaining ownership through resolution.Deliver Level 2 support for escalated issues, including in-depth troubleshooting across desktops, laptops, mobile devices, printers, and applications.Ensure adherence to SLAs and ticket quality standards, including proper documentation, categorization, and communication.Own Our Imaging Solutions:Lead the creation, maintenance, and deployment of primary images from bare metal as new hardware models emerge.Ensure secure, standardized, and efficient software distribution across the organization.Master Remote Troubleshooting:Diagnose and resolve issues using advanced remote support tools and techniques, minimizing downtime for remote employees.Support a distributed workforce with a strong focus on first-contact resolution where possible.Be the Go-To for Support:Act as a trusted escalation point for complex technical issues beyond L1 capabilities.Partner with other IT teams to resolve cross-functional issues efficiently.Fortify Our Security:Respond to alerts from SIEM and endpoint protection platforms.Assist in endpoint hardening, patching, and vulnerability remediation.Optimize & Improve Service Delivery:Identify trends in ticket volume and recurring issues and recommend improvements to reduce incidents.Continuously improve support workflows, automation opportunities, and knowledge base content.Maintain Precision:Track and update all incidents and service requests in Jira Service Management.Maintain accurate documentation, asset inventory, and system records.Empower Our Users:Provide support for Office 365 applications, including CoPilot, Entra and Intune.Manage user accounts, permissions, and access requests (Active Directory experience required)Develop and maintain end-user documentation and self-service knowledge articles.Collaborate & Grow:Work effectively under pressure in a fast-paced environment.Collaborate across IT and business teams.Provide occasional after-hours support when required.What You'll Bring:5+ years of progressive experience across desktop support, end-user support (L1), and advanced troubleshooting (L2).Proven ability to manage high-volume ticket queues in a structured ITSM platform (JSM or similar).Strong experience balancing user-facing support responsibilities with backend engineering tasks.Proven expertise in remote imaging tools (e.g., AutiPilot,  MECM/SCCM, Ivanti, SmartDeploy).Strong knowledge of Office 365 administration, including Intune, Entra and Exchange. Strong knowledge of Active Directory Solid understanding of Windows 11 deployment and management.Experience with:Software distribution and patch managementEndpoint security toolsRemote support technologiesStrong working knowledge of ITIL-based service delivery principles (incident, request, escalation management).Excellent communication skills, with a focus on clarity and user experience.A customer-first mindset with strong problem-solving and multitasking abilities.Ability to operate effectively in a hybrid support model (L1 + L2).Experience with AWS Workspaces / Virtual Desktop is a plus.CompTIA A+ preferred.Key Differentiator of This Role This position blends hands-on engineering (imaging, endpoint management) with direct end-user engagement, offering a unique opportunity to shape both technical solutions and the user support experience.Compensation:$75,000 - $85,000 USD, commensurate with experience.