Help Desk Engineer

Confidential Company; Delaware; On-site; USD 52,000 - 76,000; Full time

Job summary

Atlanticus is seeking a customer-focused Help Desk Engineer to join our Infrastructure & Operations team in Wilmington, DE. You will provide Tier 1/2 support for Windows 11 and macOS endpoints, manage devices with Intune and Jamf Pro, and troubleshoot hardware, software, and networking issues.

You will collaborate with IT teams to resolve complex problems, participate in after-hours on-call, and contribute to automation and process improvements.

Qualifications

• 3–5 years of experience in a Help Desk, Desktop Support, or End User Computing role within a Microsoft enterprise environment.
• Strong experience supporting Windows 11 and macOS devices.
• Experience with Active Directory, Microsoft 365, and Entra ID.
• Hands-on experience with Intune endpoint management.
• Experience managing Windows Updates using Intune and WSUS.
• Experience with Jamf Pro for macOS management.
• Experience with enterprise patch management solutions.
• Experience imaging, deploying, and provisioning enterprise laptops.
• Experience supporting AWS WorkSpaces or other VDI environments.
• Familiarity with TCP/IP, DNS, DHCP, VPN, and wireless networking.
• Experience working with ITSM ticketing systems.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for Windows and macOS endpoints.
• Troubleshoot hardware, OS, application, network, VPN, printer, and peripheral issues.
• Deliver remote and onsite support in a fast-paced enterprise.
• Manage incidents through to resolution with timely communication.
• Build trusted relationships with business users through professional support.
• Participate in after-hours on-call rotation as required.
• Image, provision, deploy, and refresh Windows and macOS laptops.
• Configure new workstations and lifecycle replacements.
• Support Intune device enrollment, compliance policies, app deployment, and endpoint management.
• Administer Jamf Pro for macOS management and policy enforcement.
• Support Autopilot and modern endpoint provisioning processes.
• Maintain accurate hardware inventory and asset records.

Skills

Customer service

Problem solving

Communication

Technical troubleshooting

End user support

Team collaboration

PowerShell scripting

Time management

Tools

Windows 11

macOS

Microsoft Active Directory

Microsoft 365

Microsoft Intune

Jamf Pro

WSUS

Patch management

AWS WorkSpaces

ITSM ticketing

PowerShell

Job description

Atlanticus is seeking a customer-focused, highly motivated Help Desk Engineer to join our Infrastructure & Operations team in Wilmington, DE. 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're looking for someone who enjoys solving problems, takes ownership, builds strong relationships with end users, and is constantly looking 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

• Provide Tier 1 and Tier 2 technical support for Windows and macOS endpoints.
• Troubleshoot hardware, operating system, application, network connectivity, VPN, printer, and peripheral issues.
• Deliver remote and onsite support for employees in a fast-paced enterprise environment.
• Manage incidents through completion while providing timely communication and exceptional customer service.
• Build trusted relationships with business users by providing professional, responsive, and solution-oriented support.
• Participate in an after-hours on-call rotation as required.
• Build, image, provision, deploy, and refresh Windows and macOS laptops.
• Configure new employee workstations and perform hardware lifecycle replacements.
• Support Microsoft Intune device enrollment, compliance policies, application deployment, and endpoint management.
• Administer Jamf Pro for macOS device management, software deployment, and policy enforcement.
• Support Microsoft Autopilot and modern endpoint provisioning processes.
• Maintain accurate hardware inventory and asset management records.

Identity & Productivity Services

• Support Active Directory user and group administration, password resets, account provisioning, and basic Group Policy troubleshooting.
• Troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.
• Support Microsoft Entra ID authentication and Multi-Factor Authentication (MFA).
• Deploy and monitor Microsoft Windows updates using Microsoft Intune and WSUS.
• Manage third-party application patching using enterprise tools
• Monitor patch compliance, investigate failed deployments, and remediate endpoint vulnerabilities.
• Support endpoint security and ensure systems remain compliant with corporate standards.
• Support AWS WorkSpaces virtual desktop environments, including provisioning, troubleshooting, and user support.
• Assist with enterprise collaboration technologies, conferencing equipment, mobile devices, printers, and other endpoint technologies.
• Work closely with Infrastructure, Security, and Cloud Engineering teams to resolve complex technical issues.
• Identify opportunities to automate repetitive IT tasks using PowerShell or other scripting tools.
• Contribute to process improvements that enhance the end-user experience and improve operational efficiency.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Recommend improvements to desktop standards, deployment processes, and service delivery.

Required Qualifications

• 3–5 years of experience in a Help Desk, Desktop Support, or End User Computing role within a Microsoft enterprise environment.
• Strong experience supporting Windows 11 and macOS devices.
• Experience with Microsoft Active Directory, Microsoft 365, and Microsoft Entra ID.
• Hands-on experience with Microsoft Intune endpoint management.
• Experience managing Windows Updates using Intune and/or WSUS.
• Experience with Jamf Pro for macOS management.
• Experience with enterprise patch management solutions such as ManageEngine Endpoint Central, NinjaOne, Action1, or similar products.
• Experience imaging, deploying, and provisioning enterprise laptops.
• Experience supporting AWS WorkSpaces or other virtual desktop environments.
• Familiarity with networking fundamentals including TCP/IP, DNS, DHCP, VPN, and wireless networking.
• Experience working with IT Service Management (ITSM) ticketing systems.

Preferred Qualifications

• Experience with Microsoft Autopilot.
• Experience with PowerShell scripting or automation.
• Microsoft, Apple, or CompTIA certifications are a plus.
• Experience supporting enterprise collaboration and conference room technologies.

The ideal candidate demonstrates:

• Outstanding customer service and "bedside manner."
• Strong communication and interpersonal skills.
• A positive attitude with a willingness to learn and take on new challenges.
• Excellent troubleshooting and analytical thinking.A proactive, "go-getter" mentality with a strong sense of ownership.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong attention to detail and organizational skills.
• A passion for continuous improvement, automation, and process optimization.
• A collaborative team-first mindset with the ability to work independently when needed.

Why Join Atlanticus?

At Atlanticus, you'll be part of a collaborative Infrastructure & Operations organization focused on delivering secure, reliable, and modern technology solutions. We encourage innovation, invest in automation, and empower our engineers to improve the employee experience while growing their technical and professional skills. If you enjoy solving problems, embracing new technologies, and making a meaningful impact, we'd love to have you on our team.