Desktop & Office IT Support Engineer

WhiteWater Midstream•Austin, TX

3d•Onsite

About The Position

The Desktop & Office IT Support Engineer keeps employees, devices, and meeting rooms working and owns end-user computing from onboarding through offboarding. The role is the first point of contact for IT issues and supports desktops and laptops, office hardware, printers, meeting room audiovisual systems, office networking and Wi-Fi, and Microsoft products and licensing. It also ensures new hires are equipped and productive from their first day. The position is based in Austin, Texas, and is an in-office role. The selected candidate is eligible for an employer-matched 401(k), medical, dental, vision, basic life and AD&D insurance, and other benefit offerings.

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 or 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 addressing root causes.
Discreet and trustworthy when handling 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 manage Windows desktops and laptops, including device enrollment and policy.
Diagnose hardware and software faults, escalate warranty issues to vendors, and install and support business applications and peripherals.
Securely wipe, redeploy, or dispose of devices in accordance with data protection policy.
Support office technology such as phones, docking stations, displays, scanners, and TVs; organize and replenish spare peripherals.
Coordinate desk moves, office reconfigurations, and new office fit-outs.
Assist with office LAN support, including switches, patch panels, firewalls, structured cabling, and connectivity troubleshooting.
Troubleshoot DHCP, DNS, and VPN issues for office and remote users; maintain network documentation and liaise with ISPs and network vendors.
Manage wireless access points, controllers, and staff and guest SSIDs; monitor coverage and performance, conduct site surveys as needed, and apply secure configurations.
Administer Microsoft 365, including Entra ID users and groups, Exchange Online, Teams, and OneDrive, and support Office applications for end users.
Manage Microsoft license assignments, renewals, and true-ups; report on 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 starter details with HR.
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 the asset register and plan hardware refreshes and upcoming spend.
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, secure print release, servicing, and consumables.
Set up and support meeting room systems, conduct regular room checks, and provide on-the-spot support for important meetings, presentations, and events.
Log, prioritize, and resolve service desk tickets; maintain knowledge base articles and staff guides.
Follow information security policies, support initiatives such as MFA and endpoint protection, and identify recurring issues and process improvements.