Senior Desktop Support Engineer

About the position Northwest Center is seeking an experienced and service-minded Senior Desktop Support Engineer to provide end-user technology services and support across our locations. As an $80M nonprofit social enterprise with a diverse workforce of more than 900 employees, we depend on technology to connect people, streamline operations, and deliver technology services at scale. Working as part of a small team, this role will focus on designing, implementing, and supporting a secure, modern, and reliable endpoint environment for all users in a primarily Microsoft and Apple iOS environment. An ideal candidate for this role will be able to use their strong problem-solving and communication skills to leverage their technical expertise to deliver strong results and excellent customer service.

Responsibilities

• Configure, deploy, maintain, and support desktop, laptop, tablet, peripheral, network (wired/wireless), and other endpoint technologies in a Microsoft and Apple iOS environment
• Lead the design and management of standard endpoint build configurations using modern provisioning tools (e.g., Microsoft Intune, Autopilot)
• Define and enforce endpoint configuration standards, security baselines, and compliance policies using Intune configuration profiles, Group Policy, and related technologies
• Administer Microsoft-centric endpoint management platforms for device configuration, compliance enforcement, patching, and software distribution
• Support and maintain the Microsoft Teams environment and capabilities, including policies, add-ins, plugins, and user experience considerations
• Provision, configure, secure, and support corporate mobile devices, including enrollment and policy enforcement
• Manage and administer user accounts, permissions, and access controls in Entra ID
• Provide end-user support by monitoring ticket queue and delivering high-quality technology support in person, by phone, via chat, or email to both onsite and remote end users
• Coordinate workstation installations, upgrades, moves, and hardware refreshes for new hires, office changes, and general lifecycle management
• Act as a Level III team escalation resource for complex endpoint and application issues, identifying root causes and driving permanent, documented fixes
• Coordinate and collaborate with vendors to ensure delivery and support of managed/outsourced IT services
• Mentor and support team members to promote engineering best practices, documentation, and knowledge sharing
• Develop and maintain IT documentation, including technology standards and configurations, SOPs, and end-user knowledge base articles

Requirements

• Associate’s Degree or higher, or equivalent work experience
• 5+ years of experience in desktop support and/or endpoint engineering role
• Strong knowledge of PC hardware, Windows operating systems, wired/wireless networks. HW/SW troubleshooting, and technology lifecycle management
• Deep hands-on experience with Microsoft endpoint, configuration, security, and identity management tools, including Intune, Autopilot, Defender
• Well-versed in networking fundamentals and remote support tools
• Experience with vulnerability management, patching, and compliance reporting
• Ability to manage multiple priorities in a regulated environment
• Familiarity with common IT compliance models, i.e., HIPAA, GDPR, ISO27001, SOC 2
• Strong customer service, written and verbal communication skills

Benefits

• Comprehensive Medical, Dental, Vision, Disability, and Life Insurance, effective the month after 30 days of employment
• 17 Accrued Paid Time Off Days Annually
• 7 Paid Holidays + 1 Day of Floating Holiday; 2 Floating Holiday days annually after one year
• Parental Leave & Paid Compassion Leave
• Retirement 401(K) with a company match
• Employment Assistance Program (EAP) via Spring Health
• Mental Wellness Program, including six free therapy sessions per year
• Opportunity to become a mentor or mentee through NWC’s Mentorship program
• Wellness Reimbursement Program - $25/month
• Student Loan Contribution Program - $50/month
• Pet Insurance Discount Program

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