Desktop Engineer

George Brown Polytechnic•Toronto, ON

1d•Hybrid

About The Position

The Desktop Engineer serves as the subject matter expert for George Brown’s Endpoint Management Ecosystem supporting Windows, Apple (MacOS, IOS), and Android-based user-facing endpoint. This role is responsible for the end-to-end implementation, ongoing support, and optimization of endpoint infrastructure. It focuses on managing desktops, laptops, smart phones, and tablets using MDM tools such as Intune, with responsibility for enrollment, configuration, patching, compliance, endpoint security, and supports comprehensive asset management.

Requirements

Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, Cyber Security, or other related program from a recognized post-secondary institute.
Must have at least one or more of the following certifications or a combination of education and experience in related areas: Microsoft 365 Certified: Endpoint Administrator Associate, CompTIA A+, Apple Certified Support Professional (ACSP), Microsoft Certified: Azure Administrator Associate, Microsoft Certified: Azure Virtual Desktop Specialty (AZ-140), Microsoft 365 Certified: Administrator Expert
Minimum of eight (8) years of hands-on experience in the following: supporting MDM (e.g., Intune, JAMF, etc.) in a large enterprise environment.
Hands-on experience in supporting user identity (Active directory/Entra ID).
Extensive experience managing and supporting MDM solutions such as Intune and JAMF, ensuring secure configurations, policy enforcement, and compliance with CIS, ISO, and NIST frameworks.
Strong experience in OS management includes zero-touch deployments via Autopilot and managing OS upgrades.
Strong experience in supporting macOS devices.
Extensive experience in managing patch deployment, including Windows updates, security patches, driver updates, and application updates, ensuring controlled deployment with minimal downtime.
Strong application packaging experience using tools like Intune Win32, MSI, or App-V to create, test, deploy, and maintain software packages and virtualized applications.
Hands-on experience in compliance management, including deploying security baselines, refining enforcement policies, and automating remediation processes.
Strong experience in implementing endpoint hardening configuration baselines, including disk encryption, attack surface reduction, EDR, and firewall configurations to meet organizational security standards.
Experienced in handling L2 incident tickets, service outages, escalations, working closely with vendors, ensuring timely resolution within SLA requirements, and maintaining detailed ticket updates.
Proven expertise in handling end-to-end endpoint lifecycle management, including device onboarding, configuration, reassignment, and offboarding, ensuring efficient and audit-ready asset tracking.
Manage and support identity and access management, Microsoft 365, and Power Platform solutions, ensuring secure access, user support, issue resolution, and adoption of best practices.
Expertise in managing Azure virtual desktop environments including managing AVD environments, optimizing performance, and securing virtual desktops.
Support endpoint troubleshooting, generate reports and automated remediation using PowerShell scripts and Microsoft Graph API integrations.
Develop and maintain clear, standardized technical documentation and SOPs, ensuring all support team members consistently follow endpoint procedures for reliable operations.
Excellent communication, collaboration, teamwork, and interpersonal skills at a professional level.
Demonstrated commitment to uphold the polytechnic’s priorities on equity, diversity, inclusion and Indigenization (EDII).
Able to lift between 20 kg or 44 lbs (i.e., help with moving endpoints as required).
Able to travel between campuses occasionally.

Responsibilities

Design and implement endpoint management solutions that optimize end-user experience across corporate and classroom environments, ensuring performance, usability, and minimal disruption while maintaining required security and compliance standards.
Support and administer the end-to-end mobile device management process using cloud tools like Intune and JAMF, ensuring secure configurations, compliance with Cyber Security frameworks (CIS, ISO, NIST), and alignment with organizational IT and cloud security standards.
Support and oversee the full endpoint lifecycle, including device configuration, onboarding, reassignment, and offboarding, ensuring each phase is executed efficiently and in alignment with operational goals.
Provide Level-3 support for incidents, ensuring effective troubleshooting, timely resolution, and accountability throughout the process.
Manage and optimize the Azure Virtual Desktop (AVD) environment by overseeing configuration changes, continuously monitoring performance, and fine-tuning the environment to align with George Brown’s evolving user needs and operational requirements.
Provide support for macOS devices, troubleshooting enrollment, configuration, and application deployment issues in collaboration with support teams and vendors.
Support device configurations, security baselines, and Intune application deployments ensuring all setups, security controls, and updates meet organizational standards.
Handle escalations, outages, configuration changes, and provide advanced support, assisting support staff with technical questions.
Other duties as assigned.