IT Service Delivery Technical Support Engineer

Howard Hughes • The Woodlands, TX

85d

About The Position

The Advanced Desktop Engineer will play a critical role in managing and optimizing our end-user computing environment, providing expert-level support for users and executives across various locations. This role requires a deep understanding of modern desktop management technologies, with a strong focus on automation, security, and efficiency. You will be instrumental in maintaining a robust and secure computing infrastructure, collaborating closely with service desk and network teams, and ensuring a customer-first philosophy in all interactions.

Requirements

• Bachelor's degree in information technology, Computer Science, or a related field.
• Minimum of 5 years of experience in Microsoft Administration (Microsoft 365, Azure, AD).
• 3+ years of experience with Okta Identity Management and SSO.
• Proven experience with monitoring tools such as SolarWinds, Splunk, Manage Engine, SCCM, or similar.
• Strong understanding of IT security principles and practices.
• Excellent problem solving and troubleshooting skills.
• Effective communication and interpersonal skills.
• Relevant certifications (e.g., Microsoft Certified: Azure Administrator, Okta Certified Professional) are a plus.
• Experience with PowerShell Scripting and automation.
• Knowledge of networking concepts and protocols.
• Experience with cloud environments and hybrid setups.
• Strong technical expertise in network design, implementation, and troubleshooting.
• Experience with cloud security practices, including IAM, security groups and firewalls.
• Proven ability to manage IT processes and procedures, including incident management, change management, and performance monitoring.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent troubleshooting, problem solving, & root cause analysis skills and the ability to translate to immediate team.
• Ability and willingness to share knowledge, lead and mentor team members.
• Strong organizational and time management skills with ability to prioritize and manage multiple tasks in a high-energy environment.
• Professional appearance and demeanor.
• Work with HHC corporate IT to incorporate any applicable standards across technologies.
• Good verbal and written communications skills.

Nice To Haves

• Experience with emerging technologies (e.g. AI and blockchain) to drive innovation and continuous learning.

Responsibilities

• Provide advanced in-person and remote support for all employee laptops, phones, tablets, and computers, demonstrating expert-level troubleshooting for Microsoft Windows 10/11 and Apple OS systems.
• Design, implement, and manage enterprise-wide desktop deployment solutions utilizing Microsoft SCCM (System Center Configuration Manager) and Microsoft Intune.
• Develop and maintain robust patching strategies for operating systems and applications, leveraging Microsoft Intune for first-party patching and PatchMyPC for comprehensive third-party application patching.
• Administer and optimize Microsoft Active Directory, Exchange, and Office 365 environments, including advanced user and group policy management.
• Manage and troubleshoot mobile devices through Microsoft Intune, ensuring secure access and compliance.
• Automate routine desktop administration tasks and implement proactive solutions to enhance user experience and system stability.
• Respond to and resolve complex helpdesk tickets and regional requests, ensuring adherence to all SLA requirements.
• Provide white-glove executive support with a focus on seamless technology integration for high-profile users and presentations.
• Develop and document new processes and workflows, identifying areas for improvement and implementing best practices in collaboration with the IT Manager.
• Support and maintain advanced AV equipment for presentations and executive guest needs.
• Lead device provisioning and account administration for onboarding and offboarding, ensuring a streamlined and secure process.
• Ensure strict compliance with all infrastructure security processes and policies.
• Adapt quickly to dynamic tasks and expertly prioritize multiple high-priority requests in a fast-paced environment.
• Assist with the relocation of complex computer equipment as needed.
• Demonstrate an understanding of LANs, WANs, and Wireless Networks, assisting with network-related issues as required.
• Exhibit exceptional attention to detail, producing high-quality and accurate work within designated deadlines.
• Show a proactive, positive attitude and strong work ethic in all job responsibilities.

Benefits

• Competitive 401k plan
• Premium medical, dental, and vision coverage
• Voluntary benefits for unexpected life events
• Generous PTO policy
• Student loan assistance and stipends to assist with lifelong learning

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Real Estate
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees