Help Desk Engineer

ExecuSource; Austin, Northern (TX, KY); Hybrid; USD 48,000 - 62,000; Full time

Job summary

ExecuSource is seeking a Helpdesk Engineer in Austin, TX to provide Tier 1–2 support for Windows and macOS endpoints in a modern enterprise environment. You will handle incidents, deploy devices, and support Microsoft 365, Intune, and Jamf Pro across onsite and remote users.

The role emphasizes automation, standardization, and strong customer service in a fast-paced IT setting with after-hours on-call rotation.

Qualifications

• 3–5 years of experience in a Help Desk, Desktop Support, or End-User Computing role within a Microsoft enterprise environment.
• Strong proficiency with Windows 11 and macOS endpoints.
• Direct experience with Active Directory, Microsoft 365, and Microsoft Entra ID (Azure AD).
• Hands-on experience with Intune and Jamf Pro for macOS management.
• Experience managing OS updates via Intune/WSUS and third‑party patch solutions.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for Windows and macOS endpoints across onsite and remote environments.
• Troubleshoot hardware, OS, core applications, network connectivity, VPN, printers, and peripherals.
• Manage incidents through ITSM ticketing framework and communicate clearly with end users.
• Build relationships with business users and deliver professional, responsive service.
• Participate in after-hours on-call rotation as required.
• Image, build, configure, and provision Windows and macOS laptops for new hires and lifecycle updates.
• Support Microsoft Intune device enrollment, compliance policies, application deployment, and modern endpoint management.
• Support Microsoft Autopilot provisioning and deployment workflows.
• Administer Jamf Pro for macOS device management and security policy enforcement.

Skills

End-User Support

Windows/macOS support

AD & M365

Intune/Jamf Pro

Patch management/WSUS

VDI/AWS WorkSpaces

ITSM ticketing

Networking basics

Tools

Microsoft Intune

Jamf Pro

ManageEngine Endpoint Central

NinjaOne

Action1

WSUS

Job description

Job Title: Helpdesk Engineer

Employment Type: Contract to Perm

Compensation: $35-45 an hour

Location: Austin, TX

POSITION SUMMARY

Our client is seeking a customer-focused, highly motivated Helpdesk Engineer to join our Infrastructure & Operations team in Austin, TX. This role supports a modern enterprise environment consisting of Windows and macOS devices, Microsoft 365, Active Directory, Microsoft Intune, and enterprise endpoint management platforms. We are looking for someone who enjoys solving problems, takes ownership, builds strong relationships with end users, and continuously looks for ways to improve processes through automation and standardization. The ideal candidate is a self-starter with excellent communication skills, strong technical troubleshooting abilities, and a passion for delivering exceptional customer service.

PRIMARY RESPONSIBILITIES

End-User Support & Incident Management

• Provide Tier 1 and Tier 2 technical support for Windows and macOS endpoints across onsite and remote environments.
• Troubleshoot hardware, operating systems, core applications, network connectivity, VPN, printers, and peripheral devices.
• Manage incidents through to resolution within an ITSM ticketing framework while maintaining clear, timely end-user communication.
• Build trusted relationships with business users by delivering professional, responsive, and solution-oriented technical service.
• Participate in an after-hours on-call rotation as required.

Endpoint Provisioning & Administration

• Image, build, configure, provision, deploy, and refresh Windows and macOS laptops for new hires and hardware lifecycle updates.
• Support Microsoft Intune device enrollment, compliance policies, application deployment, and modern endpoint management.
• Support Microsoft Autopilot provisioning and modern deployment workflows.
• Administer Jamf Pro for macOS device management, application pushes, and security policy enforcement.
• Maintain accurate IT asset management, hardware inventory, and lifecycle records.

Identity & Cloud Productivity Services

• Perform Active Directory user/group administration, password resets, account provisioning, and basic Group Policy (GPO) troubleshooting.
• Support and troubleshoot Microsoft 365 core applications, including Outlook, Teams, OneDrive, and Office suites.
• Support Microsoft Entra ID (Azure AD) authentication, user access, and Multi-Factor Authentication (MFA) controls.

Patch & Vulnerability Management

• Deploy and monitor Microsoft Windows OS updates using Microsoft Intune and WSUS.
• Manage third-party application patching using enterprise endpoint tools (e.g., ManageEngine Endpoint Central, NinjaOne, Action1).
• Monitor patch compliance, investigate deployment failures, and execute remediation workflows to maintain security baselines.

Virtual Desktops & Collaboration Support

• Provision, troubleshoot, and support AWS WorkSpaces virtual desktop environments.
• Assist with enterprise collaboration tools, AV/conferencing equipment, mobile devices, and office printers.
• Collaborate with Infrastructure, Security, and Cloud Engineering teams on complex technical escalations.

Continuous Improvement & Automation

• Identify opportunities to automate repetitive IT support tasks using PowerShell or scripting tools.
• Create and maintain knowledge base articles, standard operating procedures (SOPs), and user documentation.
• Recommend continuous improvements to desktop standards, deployment efficiency, and service delivery.

QUALIFICATIONS & REQUIREMENTS

Required Qualifications:

• Experience: 3–5 years of experience in a Help Desk, Desktop Support, or End-User Computing role within a Microsoft enterprise environment.
• Operating Systems: Strong proficiency supporting Windows 11 and macOS endpoints.
• Identity & Cloud: Direct experience with Active Directory, Microsoft 365, and Microsoft Entra ID (Azure AD).
• Endpoint Management: Hands-on experience with Microsoft Intune and Jamf Pro for macOS management.
• Patching & Provisioning: Experience managing OS updates via Intune/WSUS, third-party patch solutions, and hands-on laptop imaging/deployment.
• Virtualization: Support experience with AWS WorkSpaces or equivalent virtual desktop infrastructure (VDI).
• Networking & ITSM: Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi) and working experience with ITSM ticketing systems.

Preferred Qualifications:

• Hands-on experience with Microsoft Autopilot.
• Experience writing PowerShell scripts for IT task automation.
• Relevant industry certifications (Microsoft, Apple, or CompTIA).
• Experience configuring and supporting conference room technologies and AV systems.

Key Competencies:

• Exceptional customer service demeanor and communication skills.
• Strong troubleshooting instincts and analytical thinking.
• Proactive "go-getter" attitude with strong ownership over issues.
• Ability to prioritize multiple requests in a fast-paced environment.

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