Desktop & Office IT Support Engineer

WhiteWater Midstream•Austin, TX

2d•Onsite

About The Position

The Desktop & Office IT Support Engineer owns end-user computing and office technology, serving as the first point of contact for IT issues and ensuring new hires are equipped and productive from their first day. The role supports Windows desktops and laptops, office hardware and peripherals, printers, meeting room audiovisual systems, office networking and Wi-Fi, and Microsoft 365 services and licensing. The position also handles onboarding and offboarding, hardware procurement and asset tracking, endpoint and infrastructure patching, service desk tickets, documentation, and security initiatives. It works with HR, internal teams, vendors, ISPs, and managed print suppliers to keep office technology reliable and secure. This is an in-office position located in Austin, Texas.

Requirements

At least 5 years of experience in a desktop, service desk, or IT support role in an office environment.
Strong hands-on knowledge of Windows 10/11 and desktop and laptop hardware troubleshooting.
Microsoft 365 administration experience, including Entra ID, Exchange Online, Teams, and OneDrive.
Working knowledge of Microsoft licensing, including M365 Business and E-plans, and license management.
Experience deploying and managing devices with an endpoint management tool.
Networking fundamentals, including TCP/IP, DHCP, DNS, VLANs, VPN, and Wi-Fi.
Experience supporting printers, multifunction devices, and meeting room AV.
Experience running a patching process and tracking compliance.
Familiarity with a ticketing system such as ServiceNow, Jira Service Management, or Zendesk.
Customer-focused and patient, with the ability to explain technical issues in plain language.
Organized and methodical, with strong documentation habits.
Calm under pressure, especially when a meeting or senior user is waiting.
Proactive in identifying problems and fixing root causes.
Discreet and trustworthy when accessing confidential data and systems.

Nice To Haves

Microsoft certifications such as MD-102 (Endpoint Administrator), MS-900, or MS-102.
CompTIA A+, Network+, or Security+, or Cisco CCNA.
Experience with Microsoft Teams Rooms, Zoom Rooms, or similar meeting room platforms.
Experience with enterprise Wi-Fi platforms such as Meraki, Ubiquiti UniFi, or Aruba.
Some macOS and iOS/Android mobile-device support experience.
Basic PowerShell scripting for automating administrative tasks.
Experience with hardware procurement, vendor management, and asset tracking.
ITIL Foundation or exposure to ITIL processes.

Responsibilities

Build, image, deploy, maintain, and troubleshoot Windows desktops and laptops; manage device enrollment and policies; and securely wipe, redeploy, or dispose of devices.
Install, configure, and support business applications and peripherals, including docks, monitors, keyboards, and headsets.
Support office technology such as phones, docking stations, displays, scanners, and TVs; maintain organized stocks of spare cables, adapters, and peripherals.
Coordinate desk moves, office reconfigurations, and new office fit-outs.
Assist with office LAN support, including switches, patch panels, firewalls, and structured cabling; troubleshoot connectivity, DHCP, DNS, and VPN issues.
Maintain network documentation, including port maps, IP allocations, and rack diagrams; liaise with ISPs and network vendors on circuit faults and changes.
Manage wireless access points, controllers, and staff and guest SSIDs; monitor coverage and performance, conduct site surveys when layouts change, and apply secure wireless configurations.
Administer Microsoft 365, including Entra ID users and groups, Exchange Online, Teams, and OneDrive; support Microsoft Office applications for end users.
Manage Microsoft license assignments, renewals, and true-ups; report monthly on license usage and identify unused or over-provisioned licenses.
Set up new hires with accounts, licenses, mailboxes, group memberships, devices, peripherals, and phones; deliver first-day IT inductions and coordinate with HR to prepare equipment.
Process leavers by disabling accounts, recovering equipment, reclaiming licenses, and transferring data.
Source and order hardware and peripherals within budget and approved vendor agreements; obtain quotes, raise purchase orders, and track deliveries.
Maintain an accurate asset register with device, user, serial number, warranty, and purchase-date details; plan hardware refreshes and forecast spending.
Patch endpoints, in-scope servers, and network devices on a defined schedule; manage Windows and Microsoft 365 updates and keep device firmware current.
Track and report patch compliance, prioritizing critical security updates.
Install, configure, and maintain printers and multifunction devices; manage print queues, drivers, scan-to-email, and secure print release; coordinate servicing and consumables.
Set up and support meeting room systems, including displays, cameras, microphones, speakers, and room panels; conduct regular room checks and provide support for important meetings, presentations, and events.
Log, prioritize, and resolve service desk tickets; write and maintain knowledge base articles and staff guides.
Follow information security policies and support initiatives such as MFA and endpoint protection.
Identify recurring issues and propose improvements to tools and processes.