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Position Overview

The Desktop Engineer is expected to deliver a reliable, secure, and efficient end-user computing experience for both internal staff and customers across many remote locations. Work activity includes responding to endpoint security incidents, administering remote monitoring and management tooling, building automation to deploy and update software at scale, and resolving escalated desktop support tickets. The role requires the candidate to demonstrate initiative, strong customer service instincts, and proficient learning and mentoring ability amongst peers and supporting staff. This role must be capable of working with limited supervision and must be able to interact effectively with all levels of Client management.

This position reports directly to the Chief Technology Officer.

Responsibilities

• Serve as subject matter resource in the design, deployment, and support of end-user computing environments to deliver services with high availability and reliability.
• Onboard new customer sites into endpoint security tooling and configure general protection, detection, and response policies in coordination with the Systems team and CTO.
• Administer the company’s Remote Monitoring and Management (RMM) platform: define standards, perform initial audits of new customer environments, and maintain consistent monitoring, alerting, and patching policies.
• Build and maintain PowerShell scripts to deploy software, configurations, and updates at scale across many customers and endpoints.
• Manage Windows update strategy, ring deployment, and patch compliance across the entire customer base.
• Image, deploy, configure, and support Windows workstations and laptops.
• Own and execute the endpoint imaging process end-to-end, including standards, image maintenance, and deployment workflow.
• Work desktop-related tickets, software deployment, installation, and end-user troubleshooting, from open to resolution in a timely manner.
• Serve as a critical resource and escalation point for the Service Desk and Asset Management teams with high-priority software issues.
• Participate in departmental specifications, policies, procedures, and standards that guide the management of endpoints, security tooling, and software delivery.
• Work closely with the Systems, Network, and Support teams to coordinate upgrades, patching, and rollouts while maintaining optimal performance.
• Participate in ensuring that policies, procedures, and standards are followed.
• Perform special projects and other duties as assigned by management.
• Troubleshoot and isolate hardware, OS, and application issues and coordinate problem resolution with vendors and third parties.
• Maintain accurate RMM component list to ensure proper software deployment by all teams.
• Perform regular reviews and adjustments to RMM device inventory to ensure proper billing by Finance.
• Record and test all software upgrades and Windows patch releases in sub-production environment prior to mass deployment.

Technical Expertise

• Desktop expertise, including Windows 10/11.
• Hands-on experience administering an enterprise RMM platform: building monitoring profiles, creating automation/scripts, deploying software packages, and producing audit reports against a defined standard.
• PowerShell scripting skills with a track record of building scripts that deploy software, apply configurations, and remediate issues.
• Demonstrated ability to manage Windows Update at scale — deployment rings, patch approvals, compliance reporting, and remediating failed or stalled updates.
• Ability to maintain a heterogeneous customer base with multiple hardware vendors and software stacks.
• Experience with imaging and deployment workflows, driver management, and standardized application packaging.
• Excellent problem-solving skills and a solid understanding of troubleshooting performance, connectivity, and application issues across endpoints.
• Superb customer service skills and an ability to diagnose and solve problems from non-technical descriptions provided by customers.

Pioneer Technology is a nationwide Managed Services Provider with a strong focus on healthcare and
enterprise customers. We deliver secure, scalable IT solutions across cloud, networking, systems, and
security. Our mission is to help organizations modernize their technology environments while protecting
them against evolving cyber threats