Principal IT Desktop Engineer

Our Principal IT Desktop Engineer is responsible for overseeing and managing all aspects of desktop infrastructure and end user support.  To provide a high level of technical expertise, leadership, and collaboration in ensuring smooth and efficient operations of desktop systems and applications used by employees.

Key Accountabilities:

• Design, implement, and continuously improve the organization's desktop infrastructure, including hardware, operating systems, software applications, and end-user devices. Ensure the infrastructure is efficient, secure, and aligned with business needs.

• Serve as a subject matter expert in desktop engineering, staying up to date with emerging technologies and industry trends. Provide technical leadership and guidance to the IT team, recommending best practices, solutions, and innovative approaches to enhance the desktop environment.

• Act as the highest escalation point for complex technical issues related to desktops and end-user devices. Provide advanced troubleshooting, root cause analysis, and issue resolution to ensure a high level of end-user satisfaction and minimal downtime.

• Develop and implement desktop security measures and policies, ensuring compliance with company security standards and industry regulations. Monitor security vulnerabilities, conduct risk assessments, and perform regular security audits to maintain a secure desktop environment.

• Establish and maintain relationships with hardware and software vendors. Manage deployment, and lifecycle management of desktop-related assets, ensuring optimal utilization of resources and adherence to budgetary constraints.

• Identify and implement improvements to desktop engineering processes, tools, and technologies to enhance efficiency, productivity, and user experience. Stay informed about industry trends and evaluate new solutions to drive innovation in the desktop environment.

• Maintain accurate documentation of desktop infrastructure, configurations, policies, and procedures. Create and update technical documentation, user guides, and knowledge base articles to facilitate efficient problem-solving and knowledge sharing among team members and end-users.

Knowledge and Experience

• Proven experience in desktop engineering, systems administration, or a similar role.

• Strong technical knowledge of desktop operating systems (e.g., Windows, macOS), hardware, software applications, and end-user devices.

• Experience with desktop management tools (e.g., SCCM, JAMF, Microsoft Intune) and endpoint security solutions.

• Excellent problem-solving and troubleshooting skills, with the ability to diagnose and resolve complex technical issues.

• Strong communication and interpersonal skills, with the ability to effectively collaborate and communicate technical information to both technical and non-technical stakeholders.

• Leadership abilities with experience in managing teams, setting priorities, and delivering results.

• Knowledge of ITIL principles and IT service management processes is a plus.

• Several years of experience in desktop engineering, end-user computing, or a similar role, working with enterprise-scale desktop infrastructure and managing many desktop devices.

• Proven track record of providing advanced technical support and issue resolution to end-users, including troubleshooting hardware and software problems, performing root cause analysis, and delivering exceptional customer service.

• Experience in designing and implementing desktop infrastructure projects, such as desktop hardware refreshes, operating system upgrades, software deployments, or endpoint security enhancements.

• Previous leadership experience or demonstrated abilities in providing technical leadership, coordinating with cross-functional teams, managing vendor relationships, and effectively communicating technical concepts to both technical and non-technical stakeholders.

Education:

• College/University degree in a relevant technical area (Electrical Engineering, Information Systems, Computer Sciences, Computer Engineering) or equivalent experience.