Desktop & Office IT Support Engineer

<p>The Desktop & Office IT Support Engineer keeps every person, device and meeting room in the office working. You own end-user computing from first day to last: desktops and laptops, office hardware, printers, meeting room AV, the office network and Wi-Fi, and the Microsoft estate including licensing. You are the first point of contact for IT issues and the person who makes sure new hires are productive from their first hour.</p>

<p><strong>Responsibilities:</strong></p>

<h3><span style="font-size: 10pt;">Desktop PCs and laptop Support</span></h3>

<ul>

<li style="font-size: 10pt;"><span style="font-size: 10pt;">Build, image, deploy and maintain Windows desktops and laptops to a standard configuration.</span></li>

<li style="font-size: 10pt;"><span style="font-size: 10pt;">Diagnose and resolve hardware and software faults, escalating to vendors under warranty where needed.</span></li>

<li style="font-size: 10pt;"><span style="font-size: 10pt;">Install, configure and support business applications and peripherals (docks, monitors, keyboards, headsets).</span></li>

<li style="font-size: 10pt;"><span style="font-size: 10pt;">Manage device enrollment and policy.</span></li>

<li style="font-size: 10pt;"><span style="font-size: 10pt;">Securely wipe, redeploy or dispose of devices in line with data protection policy.</span></li>

</ul>

<p><strong><span style="font-size: 10pt;">Office hardware</span></strong></p>

<ul>

<li style="font-size: 10pt;"><span style="font-size: 10pt;">Support all office technology including: phones, docking stations, displays, scanners and TVs.</span></li>

<li style="font-size: 10pt;"><span style="font-size: 10pt;">Keep spares stock (cables, adapters, peripherals) organized and replenished.</span></li>

<li style="font-size: 10pt;"><span style="font-size: 10pt;">Coordinate with the team on desk moves, office reconfigurations and new office fit-outs.</span></li>

</ul>

<h3><span style="font-size: 10pt;">Networking</span></h3>

<ul>

<li style="font-size: 10pt;"><span style="font-size: 10pt;">Assist in supporting the office LAN: switches, patch panels, firewalls and structured cabling.</span></li>

<li style="font-size: 10pt;"><span style="font-size: 10pt;">Troubleshoot connectivity, DHCP, DNS and VPN issues for office and remote users.</span></li>

<li style="font-size: 10pt;"><span style="font-size: 10pt;">Maintain network documentation, including port maps, IP allocations and rack diagrams.</span></li>

<li style="font-size: 10pt;"><span style="font-size: 10pt;">Liaise with ISPs and network vendors on circuit faults and changes.</span></li>

</ul>

<h3><span style="font-size: 10pt;">Wi-Fi</span></h3>

<ul>

<li style="font-size: 10pt;"><span style="font-size: 10pt;">Manage wireless access points, controllers and SSIDs for staff and guest networks.</span></li>

<li style="font-size: 10pt;"><span style="font-size: 10pt;">Monitor coverage and performance, carrying out site surveys when layouts change.</span></li>

<li style="font-size: 10pt;"><span style="font-size: 10pt;">Apply secure configuration (WPA2/WPA3-Enterprise, guest isolation).</span></li>

</ul>

<h3><span style="font-size: 10pt;">Microsoft products and licensing</span></h3>

<ul>

<li>Administer Microsoft 365: Entra ID (Azure AD) users and groups, Exchange Online, Teams and OneDrive.</li>

<li>Support Office applications (Outlook, Word, Excel, PowerPoint, Teams) for end users.</li>

<li>Manage Microsoft license assignment, renewals and true-ups, keeping license counts matched to headcount.</li>

<li>Report monthly on license usage and identify unused or over-provisioned licenses.</li>

</ul>

<h3><span style="font-size: 10pt;">Onboarding and offboarding</span></h3>

<ul>

<li>Set up new hires end to end: accounts, licenses, mailbox, group memberships, device, peripherals and phone.</li>

<li>Deliver a first-day IT induction covering devices, MFA, security basics and key systems.</li>

<li>Work with HR to receive starter details in advance so equipment is ready before day one.</li>

<li>Process leavers promptly: disable accounts, recover equipment, reclaim licenses and transfer data.</li>

</ul>

<h3><span style="font-size: 10pt;">Hardware procurement</span></h3>

<ul>

<li>Source and order hardware and peripherals within budget and approved vendor agreements.</li>

<li>Obtain quotes, raise purchase orders and track deliveries.</li>

<li>Maintain an accurate asset register covering device, user, serial number, warranty and purchase date.</li>

<li>Plan the hardware refresh cycle and forecast upcoming spend.</li>

</ul>

<h3><span style="font-size: 10pt;">Patching and updates</span></h3>

<ul>

<li>Patch all endpoints, servers-in-scope and network devices on a defined schedule.</li>

<li>Manage Windows and Microsoft 365 updates through WSUS / Windows Update for Business.</li>

<li>Keep firmware current on switches, access points, firewalls, printers and meeting room devices.</li>

<li>Track and report patch compliance, prioritizing critical security updates.</li>

</ul>

<h3><span style="font-size: 10pt;">Printers</span></h3>

<ul>

<li>Install, configure and maintain office printers and multifunction devices.</li>

<li>Manage print queues, drivers, scan-to-email and secure print release.</li>

<li>Coordinate servicing and consumables with the managed print supplier.</li>

</ul>

<h3><span style="font-size: 10pt;">Meeting room hardware</span></h3>

<ul>

<li>Set up and support meeting room systems (Microsoft Teams Rooms or similar): displays, cameras, microphones, speakers and room panels.</li>

<li>Run regular room checks so meetings start on time without technical issues.</li>

<li>Provide on-the-spot support for important meetings, presentations and events.</li>

</ul>

<h3><span style="font-size: 10pt;">Service desk and general</span></h3>

<ul>

<li>Log, prioritize and resolve tickets in the service desk system.</li>

<li>Write and maintain knowledge base articles and how-to guides for staff.</li>

<li>Follow information security policies and support security initiatives such as MFA and endpoint protection.</li>

<li>Identify recurring issues and propose improvements to tools and processes.</li>

</ul>

<p><strong>Qualifications:</strong></p>

<h3><span style="font-size: 10pt;">Essential</span></h3>

<ul>

<li>5+ years in a desktop, service desk or IT support role in an office environment.</li>

<li>Strong hands-on knowledge of Windows 10/11 and desktop/laptop hardware troubleshooting.</li>

<li>Microsoft 365 administration experience: Entra ID, Exchange Online, Teams and OneDrive.</li>

<li>Working knowledge of Microsoft licensing (M365 Business / E-plans) and license management.</li>

<li>Experience deploying and managing devices with an endpoint management tool.</li>

<li>Networking fundamentals: TCP/IP, DHCP, DNS, VLANs, VPN and Wi-Fi.</li>

<li>Experience supporting printers, multifunction devices and meeting room AV.</li>

<li>Experience running a patching process and tracking compliance.</li>

<li>Familiarity with a ticketing system (e.g. ServiceNow, Jira Service Management, Zendesk).</li>

</ul>

<h3><span style="font-size: 10pt;">Desirable</span></h3>

<ul>

<li>Microsoft certifications such as MD-102 (Endpoint Administrator) or MS-900 / MS-102.</li>

<li>CompTIA A+, Network+ or Security+, or Cisco CCNA.</li>

<li>Experience with Microsoft Teams Rooms, Zoom Rooms or similar meeting room platforms.</li>

<li>Experience with enterprise Wi-Fi platforms (e.g. Meraki, Ubiquiti UniFi, Aruba).</li>

<li>Some macOS and mobile device (iOS/Android) support experience.</li>

<li>Basic PowerShell scripting for automating admin tasks.</li>

<li>Experience with hardware procurement, vendor management and asset tracking.</li>

<li>ITIL Foundation or exposure to ITIL processes.</li>

</ul>

<h2><span style="font-size: 10pt;">Personal attributes</span></h2>

<ul>

<li>Customer-focused and patient, able to explain technical issues in plain language.</li>

<li>Organized and methodical, with strong documentation habits.</li>

<li>Calm under pressure, especially when a meeting or senior user is waiting.</li>

<li>Proactive: spots problems before users report them and fixes root causes.</li>

<li>Discreet and trustworthy with access to confidential data and systems.</li>

</ul>

<p><strong>Benefits</strong>: This position is located in Austin, TX and is an in-office position.  Selected candidate is eligible for employer matched 401(k), medical, dental, vision, basic life and AD&D insurances and other benefit offerings.</p>

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