Desktop Engineer

CosmoProf • Plano, TX

2d • Hybrid

About The Position

The Desktop Support Engineer provides Tier 2 and Tier 3 support for desktops, laptops, mobile devices, printers, peripherals, conference room technology, and other endpoints. The role installs, configures, troubleshoots, repairs, replaces, images, and deploys devices while supporting remote and onsite users. The engineer also administers endpoint management activities, including software deployment, operating system upgrades, patching, compliance, asset records, and device lifecycle management. The role partners with Infrastructure, Security, Networking, and Application teams to maintain a secure, standardized computing environment and minimize business disruption.

Requirements

• Associate degree, bachelor’s degree, or equivalent work experience.
• Three or more years of enterprise desktop support experience.
• Experience supporting Windows 10 and Windows 11 in an enterprise environment.
• Experience with Microsoft Configuration Manager (SCCM/MECM), Microsoft Intune, Windows Autopilot, Active Directory, Microsoft Entra ID, and Microsoft 365.
• Working knowledge of TCP/IP, DNS, DHCP, VPN connectivity, Group Policy, remote support tools, BIOS and firmware management, imaging, deployment, and hardware diagnostics.
• Experience supporting printers, peripheral devices, and mobile endpoints.
• Familiarity with macOS laptops.
• Strong troubleshooting, analytical, documentation, customer service, communication, prioritization, collaboration, time management, and attention to detail skills.

Nice To Haves

• Microsoft Certified: Endpoint Administrator Associate (MD-102), Microsoft 365 certification, or CompTIA A+ certification.
• Experience with Dell and HP enterprise hardware.
• Experience supporting Apple iOS and Android devices.
• Knowledge of VMware or virtual desktop infrastructure (VDI).

Responsibilities

• Provide Tier 2 and Tier 3 support for Windows desktops and laptops, tablets, mobile devices, printers, peripherals, docking stations, monitors, and conference room technology.
• Diagnose and resolve hardware, software, operating system, network connectivity, VPN, Microsoft 365, and business application issues.
• Install, configure, image, deploy, upgrade, repair, and replace endpoint devices and hardware components.
• Configure user profiles, printers, Microsoft Office, Teams, Outlook, VPN, and multifactor authentication devices.
• Support remote and onsite users with professional communication and a focus on timely resolution and user experience.
• Perform periodic boardroom technology checks and maintain devices in clean, working condition.
• Use approved AI capabilities, where appropriate, to improve support efficiency and the user experience.
• Deploy operating systems, applications, updates, and security patches through Microsoft Configuration Manager (SCCM/MECM) and Microsoft Intune.
• Create and maintain task sequences, application packages, device collections, configuration profiles, compliance policies, and security baselines.
• Configure and support Windows Autopilot for device provisioning.
• Monitor deployment results, troubleshoot failed installations, and resolve endpoint management issues.
• Support operating system upgrades, hardware refreshes, endpoint enrollment, provisioning, retirement, and decommissioning.
• Maintain software inventory, compliance reporting, hardware inventory, and asset records.
• Resolve incidents and service requests within established service level agreements using ITSM platforms such as ServiceNow or Jira.
• Document troubleshooting steps, resolutions, standard operating procedures, and knowledge base content.
• Escalate complex issues to the appropriate technical team and collaborate through resolution.
• Support Active Directory and Microsoft Entra ID user and computer accounts, permissions, groups, Microsoft 365 licensing, and identity-related requests.

Benefits

• medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match.
• in house salon with complementary services
• varied selection of food options at our corporate campus.
• Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree