Desktop Support Engineer

About

We are seeking an experienced Desktop / Onsite Support Engineer with strong endpoint, infrastructure, and customer-facing skills to provide L1/L2 IT support in a regulated US healthcare environment. The ideal candidate will have hands-on experience with enterprise IT tools, networking fundamentals, and endpoint troubleshooting.

Roles & Responsibilities

• Provide L1/L2 onsite IT support for desktops, laptops (Windows/macOS), printers, mobile devices, peripherals, wireless, and AV/video conferencing equipment.
• Act as Infrastructure SPOC for the site and coordinate with Desktop Engineering, Network, Security, and Enterprise Application teams.
• Install, configure, maintain, troubleshoot, and repair endpoint hardware, software, and enterprise tools.
• Support Active Directory, Microsoft 365, Exchange, Outlook, imaging, VPN, MFA, SSO, and collaboration tools.
• Handle escalated and executive-level support in a fast-paced client-facing environment.
• Provide remote support and smart hands support for network, applications, and production systems.
• Ensure endpoints remain secure and compliant by deploying OS patches, antivirus/EDR updates, and remediation.
• Work within HIPAA and PHI-sensitive environments, ensuring adherence to security and privacy policies.
• Perform routine audits including: Local admin access reviews Terminated user asset recovery Asset and inventory audits Maintain accurate asset inventory and software licensing records.
• Assist with IT projects, hardware moves/adds/changes, and company-wide events (e.g., executive meetings, all-hands).
• Create and maintain SOPs and Knowledge Base documentation to improve Service Desk effectiveness.
• Provide strong troubleshooting expertise for Windows & macOS environments.

Mandatory Skills

• Advanced end-user & endpoint support expertise.
• Strong understanding of IT infrastructure, networking basics (LAN, Wi-Fi, TCP/IP).
• Hands-on experience with: Active Directory Exchange / Outlook Microsoft 365 Endpoint management tools Knowledge of ITIL best practices (Incident, Request, Change, Problem).

Experience Required

• 5+ years overall IT experience
• Minimum 5 years as Desktop / Onsite Support Engineer