• The Service Desk Engineer supports advanced endpoint engineering work for secure workstation images, patching, enrollment, telemetry, baseline configuration, lifecycle management, and remediation of escalated issues. This work focuses on engineering support for complex or escalated tickets rather than routine Tier 1 help desk support.
• Design, implement, and maintain secure workstation images for Windows and macOS supporting on-site, remote, and virtual desktop infrastructure (VDI) access.
• Engineer and maintain patching, version control, deployment workflows, and remediation of configuration drift using approved endpoint management tools.
• Support Microsoft Intune registration, Windows Autopilot, hardware-backed credentials, and approved authentication methods.
• Implement and maintain logging, monitoring, and audit capabilities for device enrollment, user authentication, network access, and endpoint behavior.
• Maintain device enrollment workflows, asset tracking, recovery key processes, and onboarding and offboarding checklists.
• Produce runbooks, validation reports, remediation plans, and knowledge transfer materials.