Desktop Support Engineer

Kwik Trip, Inc.; La Crosse (WI); On-site; USD 65,000 - 90,000; Full time

Job summary

Kwik Trip, Inc. is seeking a Desktop Support Engineer I at the Kwik Trip Support Center to provide advanced desktop and endpoint support.

You will act as a senior technical escalation resource, resolving complex hardware, OS, and enterprise software issues while driving root cause analysis and process improvements. The role emphasizes troubleshooting, problem management, and collaboration with IT teams to enhance stability and service quality.

Qualifications

• Bachelor’s degree in information technology or related field.
• Six or more years of progressive experience in desktop support or endpoint engineering.
• Strong experience supporting Windows OS, Windows hardware, macOS, and Apple hardware.
• Advanced troubleshooting and root cause analysis skills.
• Experience with endpoint management platforms, Active Directory, and Group Policy.
• Strong communication skills with the ability to explain technical concepts to non-technical users.

Responsibilities

• Serve as a senior escalation point for complex desktop, hardware, operating system, and software issues.
• Provide expert-level troubleshooting for high-impact or recurring endpoint incidents.
• Lead problem management efforts including investigation, documentation, testing, and root cause analysis.
• Analyze trends related to desktop incidents, hardware failures, and software issues.
• Coordinate resolution with Endpoint Management, Security, and other IT teams as needed.
• Provide clear, data-driven technical recommendations to IT leadership and partners.
• Assist with testing and validation of desktop hardware, endpoint configurations, and software deployments.
• Support desktop-related projects such as hardware refreshes, operating system upgrades, and migrations.
• Manage and process hardware warranty claims.
• Improve, standardize, and automate Desktop Support processes.
• Coach and mentor Desktop Support team members on advanced troubleshooting techniques.
• Create and maintain technical documentation and knowledge articles.
• Assist with remediation of endpoint-related vulnerabilities.

Job description

*This position is not eligible for sponsorship.

Location: Kwik Trip Support Center

Job Type: Full-Time

Overview

The Desktop Support Engineer 1 provides advanced desktop and endpoint support for end users at the Kwik Trip Support Center. This role acts as a senior technical escalation resource within Desktop Support, resolving complex hardware, operating system, endpoint configuration, and enterprise software issues. The position focuses on advanced troubleshooting, problem management, and root cause analysis while partnering with other IT teams to improve stability, efficiency, and service quality.

What You’ll Do

• Serve as a senior escalation point for complex desktop, hardware, operating system, and software issues
• Provide expert-level troubleshooting for high-impact or recurring endpoint incidents
• Lead problem management efforts including investigation, documentation, testing, and root cause analysis
• Analyze trends related to desktop incidents, hardware failures, and software issues
• Coordinate resolution with Endpoint Management, Security, and other IT teams as needed
• Provide clear, data-driven technical recommendations to IT leadership and partners
• Assist with testing and validation of desktop hardware, endpoint configurations, and software deployments
• Support desktop-related projects such as hardware refreshes, operating system upgrades, and migrations
• Manage and process hardware warranty claims
• Improve, standardize, and automate Desktop Support processes
• Coach and mentor Desktop Support team members on advanced troubleshooting techniques
• Create and maintain technical documentation and knowledge articles
• Assist with remediation of endpoint-related vulnerabilities

What You’ll Bring

• Bachelor’s degree in information technology or a related field preferred
• Six or more years of progressive experience in desktop support, endpoint engineering, or related IT roles
• Strong experience supporting Windows OS, Windows hardware, macOS, and Apple hardware
• Advanced troubleshooting and root cause analysis skills
• Experience with endpoint management platforms, Active Directory, and Group Policy
• Strong communication skills with the ability to explain technical concepts to non-technical users

Preferred Certifications

• Hardware Warranty Service Provider Certification (required or obtained within a defined timeframe)
• ITIL Certification preferred
• Additional certifications such as CompTIA A+, Microsoft, Apple, SCCM, or Intune

Work Schedule

Monday – Friday daytime hours with rotating on-call responsibilities