Helpdesk/ Support Engineer

Job Summary

This is an onsite contract role based at Palo Alto Headquarters. The Help Desk/Support Engineer is responsible for the design, implementation, and ongoing management of the organization’s device ecosystem.

Key Responsibilities

• Daily Operations: Perform daily upkeep, system maintenance, and regular patch management for all managed endpoints to ensure security and stability.
• Service Desk Escalation: Serve as the final point of contact and subject matter expert for service desk escalations related to complex endpoint issues.
• Apple Fleet: Architect and maintain the Jamf Pro environment for all macOS and iOS devices. Manage configuration profiles, policies, and patch management.
• Windows & Android: Lead the administration of Microsoft Intune, ensuring robust policy application, security baselines, and application delivery.
• Provisioning: Manage Apple Business Manager (ABM) and Windows Autopilot to deliver a true zero-touch deployment experience.
• Troubleshoot Connectivity & Performance: Manage WorkSpaces directories, custom bundles, and image creation/maintenance. Troubleshoot connectivity and performance issues within the AWS ecosystem.
• Automation & Engineering: Develop and maintain sophisticated scripts in PowerShell and Bash to automate manual tasks and integrate system APIs. Build and maintain a library of packaged software (dmg, pkg, msi) for silent deployment. Implement automated reporting for hardware inventory, license compliance, and security auditing.
• Security & Compliance: Enforce endpoint security standards, including FileVault/BitLocker encryption and EDR agent health. Partner with Security teams to remediate vulnerabilities across the endpoint fleet.

Required Qualifications

• Experience: Minimum 3-5 years in an Endpoint Engineering or MDM-focused role.
• Jamf Mastery: Proven experience managing both macOS and iOS at scale via Jamf Pro.
• Intune Proficiency: Experience managing Windows environments through Microsoft Endpoint Manager.
• VDI Expertise: Hands-on experience with Amazon WorkSpaces administration.
• BYOD Deployment: Experience deploying and managing a Bring Your Own Device (BYOD) program for personal mobile phones (iOS/Android).
• Advanced Scripting: Ability to write and debug Bash and PowerShell scripts from scratch.
• Identity: Understanding of Okta or Azure AD (Entra ID) as it relates to device enrollment and SSO.

Education & Certifications

• Bachelor’s degree in Computer Science, IT, or equivalent professional experience.
• Relevant certifications (e.g., Jamf 200/300, Microsoft MD-102, or AWS Certified Cloud Practitioner) are a plus.