End User support - Desktop Engineer

• Manage and configure Microsoft Endpoint Manager (Intune) and Windows Autopilot.
• Configure, test, and deploy hardware and software to users both locally and remotely
• Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers
• Diagnoses and resolves problems related to the operation of PCs on the network
• Administer and enforce compliance policies and configuration profiles.
• Oversee application packaging, deployment, and Windows update policies.
• Troubleshoot and support hardware/software issues on Windows OS.
• ManageEngine Desktop Central:

• Configure and manage endpoint devices using ManageEngine Desktop Central.
• Automate patch management, software deployment, and asset management.
• Monitor and optimize system performance and security.
• Collaboration & Documentation:

• Work closely with IT Security, Infrastructure, and Service Desk teams.
• Maintain detailed documentation, SOPs, and knowledge base articles.
• Troubleshoot and repair break/fix issues
• Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts
• Provide solutions to user issues by identifying problems, researching answers, and helping to implement
• Train users in basic problem resolution and understanding of how to make efficient use of their PCs
• Respond to user requests and service issues in a timely and professional manner
• Provide support via phone using remote support software
• Create, monitor, update, and close tickets using Service Now ticketing system
• Adhere to Black Box corporate, technology and security policies at all times while performing daily functions
• Remain current on technical and operational details concerning PC products and support
• Technical Skills:

• Deep understanding of Windows 10/11, Office 365, and MDM policies.
• Knowledge of Microsoft Entra ID (formerly Azure AD), Group Policy, and endpoint security practices.
• Experience with virtual desktop administration (e.g., Windows 365, Citrix).
• Extensive experience with Win 10/11 OS - Control panel, System settings, networking, device manager.
• Microsoft Outlook, Word, Excel, Cisco AnyConnect, CrowdStrike, backup tools
• Microsoft Outlook - OST/PST, Email Profiles, Shared Folders, Archives, Add-on's and Webmail.
• Networking - IP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic's.
• Active Directory Password resets and User properties.
• Working knowledge of Microsoft Teams audio/video conferencing systems
• Laptop backup using Veeam
• Soft Skills:

• Excellent communication and documentation abilities.
• Strong problem-solving skills and attention to detail.

• Degree in Information Technology or related field with 5-8 Years of relevant hands-on experience in a customer... focused networked PC environment.
• Industry-specific certifications such as A+, Microsoft and ITIL are a plus but not required.
• Comfortable working independently in a fast-paced office setting while supporting a wide variety of job roles.
• Proficient in time-management and the ability to multitask and prioritize daily support requests and projects.
• The ability to diagnose, isolate and troubleshoot networking components both remotely and locally.
• Exhibit professional attitude and appearance with excellent verbal, interpersonal and communication skills.
• Self-motivated, enthusiastic, solid problem-solving skills, detail oriented, willing to learn and a desire to succeed.

Black Box