Sr. Desktop Engineer

Planet Fitness•Boston, MA

18h•Hybrid

About The Position

The Sr. Desktop Engineer (Executive Support & Endpoint Engineering) will be responsible for delivering high-touch, reliable, and secure end-user technology support for executive leadership while advancing the enterprise endpoint engineering function. This role will serve as the primary point of contact for the executive leadership team and a senior technical escalation point for complex desktop, mobile, collaboration, and endpoint management issues across corporate and distributed environments, ensuring executives and business-critical users have a seamless, responsive, and highly professional support experience. The ideal candidate combines strong executive presence with deep hands-on expertise in endpoint management, Windows and Mac support, Microsoft 365, device provisioning, patching, application deployment, endpoint security, and automation. This individual will partner closely with Infrastructure, Cybersecurity, Service Desk, Collaboration, and business stakeholders to improve device reliability, standardize endpoint processes, enhance security compliance, and continuously elevate the employee technology experience.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Management Information Systems, or related field; equivalent work experience may be considered
6+ years of progressive experience in desktop engineering, endpoint support, endpoint management, IT operations, or enterprise end-user technology support
3+ years of experience providing direct executive-level (C-suite) white-glove technology support in a corporate environment
Strong hands-on experience supporting Windows, macOS, iOS, and Android devices in an enterprise environment
Experience administering endpoint management platforms such as Microsoft Intune, Autopilot, Addigy, MECM, ManageEngine UEM or comparable tools
Strong knowledge of endpoint provisioning, imaging, performance tuning, patching, software deployment, application packaging, PowerShell, and lifecycle management
Experience supporting Microsoft 365 technologies, including Outlook, Teams, OneDrive, SharePoint, Exchange Online, and hybrid meeting/collaboration tools
Familiarity with endpoint security practices, including encryption, device compliance, vulnerability remediation, access controls, endpoint hardening, and conditional access policies
Strong hands-on experience supporting executive meetings, board meetings, conference rooms, video conferencing platforms, and audio/visual technologies
Strong analytical, troubleshooting, and problem-solving skills across hardware, software, networking, mobile, collaboration, identity/access, and endpoint management domains
Ability to diagnose recurring endpoint issues, perform root cause analysis, and implement sustainable technical and/or process improvements
Experience working within ITSM processes, including incident management, request fulfillment, change management, problem management, and knowledge management
Ability to create and maintain technical documentation, runbooks, standards, support procedures, and end-user knowledge materials
Strong customer-service orientation with the ability to provide calm, discreet, professional, and high-quality support to executive leadership (C-suite) and critical business stakeholders
Excellent verbal and written communication skills, with the ability to translate technical issues into clear, business-friendly language
High degree of judgment, urgency, confidentiality, and professionalism when supporting executive leadership and sensitive business situations
Ability to prioritize competing demands, manage escalations, and deliver reliable support in a fast-paced, deadline-driven environment
Strong cross-functional collaboration skills with the ability to partner effectively with Infrastructure, Cybersecurity, Service Desk, HR, Facilities, vendors, and business teams

Nice To Haves

Relevant certifications preferred (e.g., Microsoft 365 Certified: Endpoint Administrator Associate, CompTIA A+, Network+, Security+, ITIL Foundation, or comparable credentials)
Experience supporting distributed, multi-site, retail, hospitality, restaurant, or franchise-based environments preferred
Extremely detail-oriented, efficient, and organized with an exceptional ability to establish priorities and objectives
Excellent presentation and communication skills along with the ability to communicate effectively across all levels of the organization
Able to establish and maintain effective, collaborative work relationships with diverse individuals, internally and externally
Creative, progressive, thought leadership with the ability to influence at all levels of the organization
Excellent leadership skills including the ability to build teams, motivate, guide, and mentor
Dedicated learner with a natural curiosity for consistent growth
Exhibits comfort, ease, and flexibility working in an extremely fast-paced ever-changing, deadline-driven environment
Cooperative team player with an upbeat, positive, “can-do” attitude!
Ability to work off-hours and provide on-call support as needed

Responsibilities

Daily white-glove technology support for executive leadership and critical business stakeholders, ensuring prompt, professional, and discreet resolution of hardware, software, mobile, collaboration, connectivity, and access-related issues
Hands-on audio/visual support for executive meetings, board meetings, conference rooms, town halls, and high-priority events, including setup, testing, troubleshooting, vendor coordination, and real-time support for conferencing, presentation, and hybrid meeting technologies
Endpoint standards, provisioning, imaging, configuration, deployment, refresh, retirement, and lifecycle governance for Windows, Mac, and mobile devices
Administration and optimization of endpoint management platforms such as Microsoft Intune, Autopilot, Addigy, MECM, ManageEngine UEM or related tools
Advanced support for Microsoft 365, Teams, Outlook, OneDrive, SharePoint, conferencing tools, executive meeting rooms, and hybrid work technologies
Endpoint hardening, encryption, patch compliance, vulnerability remediation, device policy enforcement, access controls, and partnership with Cybersecurity
Senior escalation for complex end-user technology issues, recurring endpoint incidents, root cause analysis, and proactive remediation
Packaging, testing, event correlation, deployment, troubleshooting, and lifecycle management of desktop applications and business productivity tools
Standards, runbooks, support procedures, knowledge articles, self-service enablement, and continuous improvement of endpoint support processes
Endpoint asset tracking, hardware/software inventory accuracy, warranty coordination, vendor engagement, procurement support, and service level follow-up
Collaboration with Infrastructure, Cybersecurity, Service Desk, HR, Facilities, and other business stakeholders to improve employee technology experience
Execution of endpoint-related initiatives, device refreshes, platform migrations, office openings, collaboration upgrades, and executive technology projects
Other duties as assigned

Benefits

Core medical, dental, vision, life and disability
Supplemental accident, hospital and critical illness coverage options
Generous time off program (including volunteer time)
Childcare reimbursement
Paid parental leave
Pet care reimbursement
Tuition reimbursement
Free Black Card membership
Learning and development programs
Engagement activities
401(k) Plan with safe harbor employer matching
Employee stock purchase plan
Annual corporate bonus incentive program based on company financial and personal performance