Service Desk Engineer

About the role

Service Desk Engineer Lead & develop IT technical support operations while evolving the service desk from ticket handling into a reliable, standardized, and security-aligned support function that enables cloud, endpoint, and security teams to scale.

Key Responsibilities

• Resolve complex L2/L3 user and endpoint issues
• Act as technical escalation for:
  • M365 issues (Exchange, Teams, OneDrive)
  • Intune-managed device problems
  • Autopilot provisioning failures
  • Identity and access issues (Entra ID)
• Coordinate with endpoint, cloud, and security engineers when required
• Support and troubleshoot:
  • Intune policies
  • Device compliance issues
  • Patch/update failures
  • App deployment problems
• Drive incidents to resolution, not reassignment

Knowledge & Automation

• Developing IT self-service capability
• Create and maintain:
  • Runbooks
  • Troubleshooting guides
  • SOPs
• Identify automation opportunities (PowerShell, scripts, workflow)
• Reduce manual work for L1/L2

Impact

This role shifts the help desk to service desk mentality from ticket resolution to operational stability, reduces downtime, eliminates recurring support issues, and protects engineering capacity by resolving complex incidents hands-on and improving operational stability allowing IT to scale. Something a traditional help desk cannot deliver.

Without tiered SLAs & ITIL foundation, production-impacting IT issues wait in the same queue as routine requests. Structured support directly reduces unplanned downtime and removes IT risk from plant operations.

Benefits

• 100% company-funded Profit-Sharing Plan (up to 25% of salary annually)
• 401(k) with traditional and Roth contribution options
• Comprehensive benefits: medical, dental, vision, life insurance, short- and long-term disability, HSA/FSA
• 3+ weeks of PTO, and paid holidays
• Education reimbursement and ongoing professional development