Desktop Engineer 2

The Opportunity

Maintains the desktop infrastructure hardware and software for the desktop environment, executes infrastructure changes, and provides tier 3 support.   Responsible for ensuring availability and reliability of the desktop environment in order to support the business and assist in the delivery of projects.  Acts as a subject matter expert for complex projects.   Assists in developing more junior members technical skills through coaching and assisting with challenging tickets.

Grade: 16

This is a hybrid role with no mandatory days in office. We do expect that the candidate is available to come in for purpose-driven planned, and ad-hoc meetings such as in-person team collaborations, team events, workshops, etc.

About The Role:

• Resolve 3rd level issues and challenges related to desktop incidents, including hardware and software of the desktop environment and infrastructure to ensure issues are resolved in accordance with incident management processes and guidelines. Assist other team members in the resolution of desktop incidents by providing expertise and guidance as required.   Determine root cause of incidents and build workarounds as required to restore service
• Maintain and provide direction for the existing infrastructure and core applications, including bug fixes, upgrades and software currency updates.   Ensure infrastructure is right-sized, maintain capacity and performance of all platforms to ensure excellent end user experience.   Assist in development of 5 year plan to align on technology requirements for the organization.
• Participate in the research, recommendations, quotation/ordering, installation, configuration, and management of desktop infrastructure applications to ensure the effective operation of the desktop environment.
• Participate in highly complex internal and external projects, including gathering requirements, and act as a desktop subject matter expert to support business and technical requirements. Ensure all projects are delivered on time.
• Ensure desktop environment is aligned with information security policies and standards. Take corrective action when required to ensure compliance, audit requirements are met.  Mitigate risk where possible, and ensure lessons learned are documented through information risk processes and internal audit to help prevent future occurrences.  
• Coach more junior members of the EUC team so that they are developing new technical skills.   Provide guidance and assistance for incident and project delivery when needed.

What You Need to Succeed:

Education:

• Completion of a post-secondary college diploma or university degree in a related discipline or a combination of education, training and experience deemed to be equivalent.

Experience:

• 10+ years of Desktop Infrastructure management in a large enterprise
• Extensive experience administering Microsoft Intune and Microsoft 365 services.
• Experience administering SharePoint Online, Active Directory, Entra ID, Group Policy, and identity and access management.
• Experience with MSIX and Intune application packaging and deployment.
• Experience supporting security, vulnerability management, audits, risk remediation, and compliance.
• Configuring and managing MECM/SCCM and InTune to automate deployments and management of desktops.
• Strong problem-solving and troubleshooting skills
• Experience with scripting and automation, using tools such as PowerShell, Shell and VBScript
• Strong working knowledge of networking concepts and protocols
• Excellent communication and collaboration skills, as this role often requires working with other teams and departments to deliver projects
• Experience evaluating emerging workplace technologies and developing technology roadmaps and business cases.
• Experience in on-call and dealing with complex network environments in a fast-paced shop

Skills:

• Expert in Microsoft Intune, including device management, application deployment, compliance policies, configuration profiles, and endpoint security.
• Expert in Microsoft 365 administration, including Microsoft Teams, Entra ID (Azure AD), OneDrive, and related cloud services.
• Expert in SharePoint Online administration, including site management, permissions, governance, and content management.
• Strong troubleshooting skills across endpoint management, Microsoft 365 services, collaboration platforms, operating systems, and enterprise applications.
• Expert in Active Directory, Entra ID, group policy management, identity and access management.
• Experience in MSIX\Intune packaging and deployments
• Strong understanding of information security, vulnerability management, audit requirements, risk remediation, and compliance frameworks.
• Knowledge of automation and scripting technologies, including PowerShell.
• Awareness of emerging workplace technologies and the ability to evaluate and recommend solutions that align with business requirements.

Nice to Have:

• Experience supporting and administering Apple macOS and MacBook devices, including device enrollment, software deployment, troubleshooting, and MDM management.
• Experience with Citrix VDI and virtual desktop environments.

Knowledge of enterprise security and compliance frameworks.