Desktop Support Engineer - SCCM Knowledge

Job description

The candidate works on assignments of a diverse scope where analysis of data and hardware requires evaluation of identifiable factors. The candidate exercises judgment with supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers, departments, and within the organization to lead problem resolution.

Any incumbent in this position is expected to perform all the duties of this job description at a minimum level of satisfaction as determined by this position's ADSL managers and/or the ADSL client(s) this position may be assigned to support. If the incumbent is given a separate job description or a different protocol/guideline or expectation by an ADSL client, the incumbent will immediately notify this position’s immediate manager at ADSL so that the ADSL manager can ensure the ADSL and client job descriptions are compatible and aligned. The incumbent in this position understands that the "at will" employment relationship which ADSL has with all of its employees also applies to the assignment of the incumbent to an ADSL client. Therefore, the incumbent understands that an ADSL client may end the incumbent's assignment with the client at any time and at the ADSL client's sole discretion. In such cases, ADSL's continued employment of the incumbent in this position will be evaluated on a case-by-case basis and be further subject to ADSL's business needs and the terms of the "at-will" relationship which ADSL has with all of its employees.

Required Skills and abilities (For any questions, please contact INF_Leadership.)

· Managing work queues in Service Now.

· Attend daily Team meetings.

· Assist in coverage support for PTO and sick days.

· Prioritize tickets accordingly (P1’s, P2s, Break/Fix, VIP, escalated and expedited incidents and tasks).

· Good working knowledge of MS Windows versions 10 and 11 and experience troubleshooting the same.

· Experience troubleshooting network printers.

· Resolving hardware issues for desktops and laptops including Break / Fix.

· Support of Desktops, Laptops and mobile devices including Windows, Apple, and Android.

· Troubleshooting and diagnosing various technical issues.

· Installing and maintaining the company’s software and equipment using tools such as SCCM.

· Re-imaging devices when necessary.

· Troubleshooting various technology issues.

· Helping new employees to set up their workstation.

· Preventative maintenance tasks on machines with low health scores in Systrack.

· Assisting other teams with gathering information such as rack space, cabling, or pictures as needed.

· Creating and updating Knowledge base articles (KB’s) and Standard operation processes (SOP’s).

· Excellent English and communication skills

· Assessing and understanding user needs and issues.

· Answering general questions presented by our customers.

· All other tasks as assigned.

· Daily duty details

CUSTOMER SERVICE

· One of the most important responsibilities that deskside support technicians have is providing personal support services. They must build rapport and obtain problem details from help desk customers. They politely take incoming requests for help from end users through the Service Now ticketing system.

PROBLEM-SOLVING

· Deskside support technicians take initiative and ownership of reported end-user problems. They use diagnostic tools to identify root problems. Once the issue is identified, deskside support technicians process these incidents through an incident management process.

DELIVER HARDWARE AND APPLICATION SUPPORT

· When end users need technical support with desktops, laptops, tablets, workstation devices, mobile devices, printers, and software, they turn to deskside support. These technicians then diagnose and solve unique one-time problems. To complete this, they reimage systems and engage in computer networking. Deskside support technicians also work with purchasing staff to buy replacement hardware and software as needed.

ASSIST OTHER TEAMS

· Deskside technicians are occasionally called up to lend support to other technical towers. This may require going into server rooms, network closets or other locations to assist.

INSTALL SOFTWARE UPGRADES

· Deskside support workers complete hands-on fixes for desktops and laptops that include software installations and upgrades. They perform file backups and configure new systems and applications. After completing installations, deskside support workers test new computers according to established guidelines.

CREATE AND MAINTAIN DOCUMENTATION

· Documentation is a major requirement for deskside support. They record, track, and write notes for the help desk problem-solving process, including decision outcomes, actions taken, and final resolutions. Deskside support technicians are often required to submit accurate call logs itemizing customer interactions.

APPLICATION MIGRATION & REPACKAGING

· Inventory SCCM-deployed applications by exporting the list of applications, versions, and deployment types

· Identify Intune-compatible formats, flagging MSI, EXE, and script-based installers that need conversion to Intune

· Repackage applications using the Microsoft Win32 Content Prep Tool to create Intune files, and validate silent install/uninstall commands

· Test application deployments in pilot groups, validating install success, detection rules, and rollback

· Document application metadata, including publisher, version, install command, detection method, and related details

ENROLLMENT & POLICY TESTING

· Enroll test devices via Autopilot or manual enrollment, validating device join type (Azure AD joined vs. hybrid)

· Apply pilot configuration profiles and test compliance policies, device restrictions, and security settings

· Verify Conditional Access behavior to ensure policies trigger correctly based on device state

· Log and report enrollment errors, capturing screenshots and logs for troubleshooting

· Perform device imaging and OS updates for desktops and laptops following customer standard procedures

END USER COORDINATION

· Schedule pilot user testing sessions, coordinating with selected users to validate app access, device behavior, and policy enforcement

· Create user-friendly, step-by-step guides for enrollment, app access, and common issues

· Collect feedback from pilot users using forms or Teams surveys to gather usability and performance insights

· Provide Tier 1 onsite support to Authorized Users during migration, assisting with enrollment issues, app failures, and basic troubleshooting, and to meet specified SLAs

· Utilize existing customer Knowledge Base to resolve incidents and tasks associated with EUC equipment

· Remote support tooling including BeyondTrust; Bomgar; TeamViewer, etc

SECURITY & COMPLIANCE CHECKS

· Verify BitLocker and Defender status post-enrollment

· Ensure FIPS and TPM settings align with compliance policies

· Confirm device tagging and group membership in Intune

· Security responsibilities including Defender; MDM enrollment; BitLocker handling; Phishing response

REPORTING & DOCUMENTATION

· Update the migration tracker, logging completed repackaging, test results, and deployment status

· Maintain an issue/resolution log, tracking recurring problems and fixes for future reference

· Assist with the Power BI dashboard

· Utilize customer provided ITSM ticketing systems with regular updates and proper hygiene applied to all tickets

· Update CMDB with asset allocation and de-allocation details following customer standard procedures

· Provide regular, accurate, and timely feedback regarding customer requirements and maintain timely communication with operations and project personnel

· Excellent written communication and customer service skills with ability to communicate technical information to both technical and non-technical team and customers

· Intune migration support and other duties as required

*JOB REQUIREMENTS/QUALIFICATIONS

Experience:

· Requires 3+ years of related work experience

· Knowledge of imaging tools (SCCM, MDT)

· Knowledge of data backup and recovery tools

· Installing, upgrading, and migrating to Windows 10/11

· Deploying Windows 10/11 in large enterprises

· Configuring hardware and applications

· Configuring network connectivity

· Configuring access to resources

· Configuring mobile computing

· Monitoring and maintaining systems that run Windows 10/11

· Configuring backup and recovery options

Certifications:

· A+ Certification a plus

Pay: $26.00 - $27.00 per hour

Expected hours: 40.0 per week

Experience:

Desktop support: 4 years (Required)

SCCM: 4 years (Required)

Work Location: In person