ROLE OVERVIEW

We’re seeking an experienced Desktop Support Engineer to serve as our team’s Microsoft Windows administration expert and primary hands-on technical support resource for our Windows laptop fleet. Windows administration is the most critical skill for this role: you will own Windows 10/11 & future version imaging, deployment, and configuration, and will be the go-to expert for diagnosing and resolving hardware, software, and connectivity issues. You communicate clearly with both technical and non-technical users, and your reliability, strong problem-solving instincts, and excellent interpersonal skills keep our workforce productive.

KEY RESPONSIBILITIES

Serve as the team’s Microsoft Windows administration expert, owning Windows 10/11 imaging, configuration, patching, and lifecycle management using tools such as SCCM, MDT, or Microsoft Intune/Autopilot.
Provide Tier 1/2 escalation support for complex Windows hardware, software, OS, and connectivity issues.
Administer Active Directory accounts, group policies, and Microsoft 365 for end users.
Support end users in person and remotely via ticketing and remote-control tools, maintaining strong customer-service standards.
Provision and deploy laptops for new hires, ensuring imaging, software installation, and account setup are completed on schedule.
Support end users in person and remotely via ticketing and remote-control tools, maintaining strong customer-service standards.
Maintain accurate IT asset inventory, including hardware assignments, warranty tracking, and licensing compliance.
Partner with Security on endpoint compliance, patch cadence, and access control enforcement.
Identify recurring issues and recommend process or tooling improvements to reduce ticket volume.

QUALIFICATIONS

Required

Expert-level Microsoft Windows administration (Windows 10/11, Active Directory, Group Policy, Microsoft Intune/Autopilot) — the most critical skill for this role
7–10 years of hands-on desktop/endpoint support experience in a Windows environment
Expert-level troubleshooting of Windows laptop hardware, software, drivers, OS, and network/connectivity issues
Proven experience with laptop imaging, provisioning, and deployment (e.g., SCCM, MDT, Microsoft Intune/Autopilot, or similar tools)
Strong working knowledge of Microsoft 365 administration
Solid understanding of networking fundamentals (Wi-Fi, VPN, TCP/IP, DNS, DHCP)
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
Strong customer-service orientation, organization, and ability to prioritize multiple issues

Preferred

CompTIA certification preferred (A+, Network+, or Security+)
Familiarity with JAMF (MDM) for mixed-OS environments
Familiarity with Okta Identity Access Manager (IAM)
Familiarity with Google Workspace administration
Knowledge of a broad range of consumer technologies and applications
Linux and shell scripting is a plus

Base salary for the role is commensurate with experience and can range between $75,000 - 110,000 + annual bonus opportunity.

Hiring Locations

Our main office is located in Center City, Philadelphia, where we operate on a hybrid model with in-office work required three days a week for local employees. We believe collaboration is most effective when teams come together, which is why we prioritize hiring in the Philadelphia area.

For certain roles, we also hire from hub locations—regions where we have an established presence with multiple team members working remotely. While these employees primarily work from home, we bring them together in person at least once a year for team-building, collaboration, and strategic planning.

Due to tax and labor regulations, we can only hire from specific states. Remote work is supported in the following key hub locations and approved states:

Hub Locations

Philadelphia, Pennsylvania
Boston, Massachusetts
New York City, New York
Baltimore, Maryland
Washington, D.C.
Charlotte, North Carolina
Raleigh-Durham, North Carolina
Atlanta, Georgia
Chicago, Illinois