Role Summary

The Help Desk/Support Engineer will be instrumental in the design, implementation, and ongoing management of the organization's device ecosystem. This role prioritizes the automation of hardware and virtual desktop lifecycles to ensure a seamless, secure, and "zero-touch" experience for our global workforce. The successful candidate will act as a subject matter expert for Apple and Windows management, as well as our cloud desktop infrastructure.

Technical Environment

• Apple (macOS & iOS): Jamf Pro
• Windows & Android: Microsoft Intune / Endpoint Manager
• Virtual Desktop: Amazon WorkSpaces (AWS)
• Scripting: PowerShell, Bash, Python

Key Responsibilities

1. Unified Endpoint Management (UEM)

• Daily Operations: Conduct daily upkeep, system maintenance, and regular patch management for all managed endpoints to guarantee security and stability.
• Service Desk Escalation: Serve as the primary point of contact and subject matter expert for service desk escalations concerning complex endpoint issues.
• Apple Fleet: Architect and maintain the Jamf Pro environment for all macOS and iOS devices, managing configuration profiles, policies, and patch management.
• Windows & Android: Lead the administration of Microsoft Intune, ensuring robust policy application, security baselines, and seamless application delivery.
• Provisioning: Manage Apple Business Manager (ABM) and Windows Autopilot to deliver a true zero-touch deployment experience.

2. Virtual Desktop Infrastructure (VDI)

• Administer and optimize Amazon WorkSpaces, including managing WorkSpaces directories, custom bundles, and image creation/maintenance.
• Troubleshoot connectivity and performance issues within the AWS ecosystem.

3. Automation & Engineering

• Develop and maintain sophisticated scripts in PowerShell and Bash to automate manual tasks and integrate system APIs.
• Build and maintain a comprehensive library of packaged software (dmg, pkg, msi) for silent deployment.
• Implement automated reporting for hardware inventory, license compliance, and security auditing.

4. Security & Compliance

• Enforce endpoint security standards, including FileVault/BitLocker encryption and EDR agent health.
• Collaborate 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.

Bonus: AI Tool Deployment Experience

Experience deploying and managing enterprise AI tools is a strong differentiator for this role. Candidates with hands-on experience rolling out any of the following will stand out:

• Enterprise AI Search & Knowledge Tools: Experience deploying Glean or similar AI-powered enterprise search platforms, including connector configuration, SSO integration (Okta/Azure AD), and end-user onboarding at scale.
• Agentic AI Coding Tools: Familiarity with deploying Claude Code or GitHub Copilot to engineering teams — including managing licensing, IDE plugin distribution via MDM (Jamf/Intune), and API key or credential management through secure vaulting solutions.
• AI Productivity & Workflow Automation Tools: Experience rolling out AI desktop or productivity agents such as Claude Cowork, including packaging and silent deployment, managing update cadences, and coordinating with IT Security to ensure compliance with data handling policies.
• General AI Deployment Best Practices: Understanding of the endpoint and identity considerations unique to AI tools: network allowlisting for LLM API endpoints, DLP policy tuning for AI-generated content, user provisioning workflows, and communicating rollout plans across IT, Security, and end-user teams.