Desktop Support Engineer

Alternative Path is looking for a Desktop Support Engineer, to assist one of its clients, which is a Private Equity firm to manage and maintain its IT infrastructure. You will play a vital role in maintaining the functionality and reliability of an organization's IT environment, enabling employees to work efficiently and effectively. You will have a large degree of independence and trust, but you won't be isolated; the support of the Engineering team leads, and every other technology team member is behind you. As a desktop support engineer, you will be involved in every stage of project development, starting from the initial idea to project definition, development, debugging, and ongoing iterations. This is an opportunity to join a team-first meritocracy and help grow an entrepreneurial group inside Alternative Path. You will be asked to contribute, given ownership and will be expected to make your voice heard.

Role: Desktop Support Engineer

Experience – 3-5 years

Location: Remote

Key Responsibilities:

• Candidates should be flexible to work in a 24/7 support environment, primarily supporting EST business hours.
• Responsible for administering Microsoft Intune for endpoint management providing support for Azure Virtual Desktop (AVD) infrastructure, including user provisioning and issue resolution.
• Manage incident and service request management process to ensure timely resolution of user issues and requests.
• Utilize Nexthink for proactive monitoring, troubleshooting, and incident resolution.
• Handle grant application/drive/folder access requests and ensure proper permissions are granted according to security policies.
• Administer user accounts in Active Directory, including adding/removing users from groups and managing calendar access and delegation.
• Facilitate consultant onboarding/offboarding processes, including provisioning/deprovisioning access to necessary resources.
• Manage access to collaboration tools like Microsoft Teams, including adding/removing users from channels and distribution lists.
• Monitor and respond to phishing email incidents, providing guidance and support to users as needed.
• Perform remote software installations and configurations to ensure users have access to required applications.
• Reset passwords and unlock user accounts as per established security protocols.
• Assist with setting up and troubleshooting Zoom meetings and other video conferencing solutions.
• Address Zscaler/network connectivity issues and provide resolution to ensure uninterrupted access to network resources.
• Provide support for external file sharing platforms such as ShareFile and Teams channels.
• Assist users with unlocking Bitlocker screens and resolving related issues.
• Configure and map network drives and printers for users as needed.
• Provide support for mobile devices, including unlocking iPhones and troubleshooting connectivity issues.

Desired Skills:

• Bachelor's degree in computer science, Information Technology, or related field (preferred).
• Proven experience in desktop support or a similar role.
• Strong knowledge of Microsoft Windows operating systems and Office applications.
• Familiarity with Active Directory, Exchange, and other network administration tools.
• Excellent troubleshooting and problem-solving skills.
• Strong customer service and communication skills.
• Ability to work independently and prioritize tasks effectively.
• MS-900: Microsoft 365 Fundamentals
• MS-700: Managing Microsoft Teams
• AZ-900: Microsoft Azure Fundamentals
• Nexthink Fundamentals