End user device Engineering and Executive

Diverse Lynx; Fort Worth (TX); On-site; USD 75,000 - 100,000; Full time

Job summary

Diverse Lynx is seeking a highly skilled Desktop Engineer with a strong focus on providing executive support in both Windows and macOS environments. This role requires exceptional troubleshooting abilities and a commitment to customer satisfaction, geared towards assisting senior leadership with advanced technical issues while ensuring minimal disruption to their activities. A successful candidate will enjoy a dynamic work environment with opportunities for professional growth and collaboration across IT teams.

Qualifications

• 5+ years in Desktop Support or IT Support, focusing on executive support.
• Expertise in Windows (10/11) and macOS (Ventura, Sonoma).
• Experience with mobile device management and IT ticketing systems.

Responsibilities

• Provide hands-on support for hardware and software for executives.
• Install and configure operating systems, applications, and hardware.
• Implement security protocols and collaborate with IT teams.

Skills

Troubleshooting

Technical support

Communication

Analytical skills

Customer service

Tools

Microsoft Endpoint Manager

Jamf Pro

ServiceNow

Jira

Job description

End user device Engineering and Executive Support L3 (Mac and Windows)

Location- Fort Worth, TX (Day1 Onsite)

Type- FTE

We are seeking a highly skilled and dedicated Desktop Engineer who is technically proficient End User Device Engineer (Level 3) with a specialized focus on windows and macOS environments:

Executive Support to provide exceptional technical assistance and white-glove service to our senior leadership and executive team. This role requires extensive expertise in both Windows and macOS environments, strong troubleshooting abilities, and an unwavering commitment to customer satisfaction.

Responsibilities:

• Executive Technical Support:
  • Provide expert-level, hands-on and remote technical support to executives for all hardware, software, and peripheral issues on Windows and macOS devices (laptops, desktops, tablets, smartphones), mobility/iOS expertise
  • Prioritize and promptly resolve executive-level IT incidents and service requests with a focus on minimal disruption and maximum efficiency.
  • Act as the primary point of contact for executive IT needs, ensuring a smooth and personalized support experience.
• System Administration & Troubleshooting:
  • Install, configure, and maintain operating systems (Windows 10/11, macOS), software applications (Microsoft 365 Suite, Adobe Creative Suite, specialized executive tools), and hardware components.
  • onsite Citrix Architect
  • Diagnose and resolve complex technical issues related to network connectivity (Wi-Fi, VPN), email, printing, video conferencing, security, and data protection.
  • Perform hardware upgrades, replacements, and repairs for executive devices.
  • Conduct regular system updates, patching, and backups to ensure system stability and security.
  • Manage and troubleshoot mobile devices (iOS, Android) and associated applications.
• Security & Compliance:
  • Implement and enforce security protocols, including antivirus software, disk encryption, and endpoint protection solutions.

• Collaboration & Communication:
  • Collaborate effectively with other IT teams (Network, Systems, Security) to resolve complex issues and implement new technologies.
  • Communicate complex technical information clearly and concisely to non-technical executives, demonstrating patience and understanding.

Required Skills & Qualifications:

• 5+ years of experience in a Desktop Support, IT Support, or End User Computing role, with a strong focus on executive or VIP support.
• Deep expertise in Windows operating systems (Windows 10, 11) and macOS (Ventura, Sonoma, and newer versions), including advanced troubleshooting and administration.
• Hands-on experience with mobile device management (MDM) solutions.
• Experience with IT ticketing systems (e.g., ServiceNow, Jira).
• Excellent problem-solving, analytical, and critical thinking skills.
• Exceptional communication (written and verbal), interpersonal, and customer service skills, with a proven ability to interact professionally and discreetly with senior executives.

An L3 End User Device Engineer specializing in Mac and Windows is a senior technical role responsible for the advanced support, engineering, and lifecycle management of client devices within an enterprise environment. They act as a subject matter expert (SME) and escalation point for complex issues that L1 and L2 support teams cannot resolve.

Here's a breakdown of the role, responsibilities, and key skills:

End User Device Engineering SME – L3 (Mac & Windows)

The L3 End User Device Engineer is a highly experienced professional who designs, implements, manages, and troubleshoots the end-user computing environment, with a strong focus on both macOS and Windows operating systems. This role requires deep technical knowledge, excellent problem-solving abilities, and a strategic mindset to enhance user experience.

Key Responsibilities:

• Advanced Troubleshooting & Root Cause Analysis:
  • Serve as the final escalation point for complex and critical issues related to Mac and Windows devices, including hardware, software, operating systems, network connectivity, and peripheral devices.
  • Perform in-depth root cause analysis (RCA) to identify underlying problems and implement permanent solutions, reducing recurring incidents.
  • Troubleshoot complex issues related to Microsoft 365 and other SaaS applications as they interact with both Mac and Windows endpoints.
• Endpoint Management & Engineering:
  • Strategic Endpoint Management: Lead the development and lifecycle management of Mac and Windows endpoints, focusing on automation, standardization, and security compliance.
  • Deployment & Provisioning: Design, implement, and optimize automated deployment solutions for both Windows (e.g., Microsoft Endpoint Manager/SCCM, Intune) and Mac (e.g., Jamf Pro, Apple Business Manager/DEP).
  • Configuration Management: Develop and maintain standardized system configurations, group policies (Windows), and profiles (Mac) to ensure consistency, security, and optimal performance across the fleet.
  • Application Packaging & Deployment: Package, test, and deploy applications for both Windows and Mac environments, ensuring compatibility, compliance, and silent installations.
• Automation & Scripting:
  • Design and implement automation solutions using scripting languages (e.g., PowerShell for Windows, Bash, Python, AppleScript for Mac) to streamline provisioning, patching, incident resolution, and other repetitive IT tasks.
  • Explore and leverage automation tools and frameworks to improve efficiency and reduce manual effort in endpoint management.
• System Performance & Optimization:
  • Monitor endpoint performance, analyze telemetry data, and implement optimizations to continuously improve end-user experience and device reliability.
  • Conduct technical research and analysis to identify and implement new solutions or improve existing ones.
• Collaboration & Mentorship:
  • Collaborate extensively with other IT teams (Network, Server, Cybersecurity, Service Desk, Application Development) to ensure seamless integration and support.

Essential Skills & Qualifications:

• Deep Operating System Expertise:
  • Windows: Expert-level proficiency with Windows 10/11 internals, deployment, configuration, group policy management, Active Directory integration, and troubleshooting.
  • macOS: Expert-level proficiency with macOS system internals, deployment (e.g., Apple Business Manager, DEP), security frameworks, and enterprise deployment models.
• Endpoint Management Platforms:
  • Windows: Extensive experience with Microsoft Endpoint Manager (Intune, SCCM/MEMCM) for device management, software deployment, and policy enforcement.
  • Mac: Expert-level proficiency with Jamf Pro administration (advanced policy creation, smart groups, patch management, extension attributes).
• Problem-Solving & Analytical Skills:
  • Exceptional ability to diagnose complex technical issues, perform root cause analysis, and develop effective long-term solutions.
  • Strong analytical thinking to identify trends and proactively address potential problems.
• Communication & Interpersonal Skills:
  • Excellent verbal and written communication skills to articulate complex technical concepts to both technical and non-technical audiences.
  • Ability to collaborate effectively with cross-functional teams and external vendors.

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.