Senior Desktop & Endpoint Engineer | Escalation Leader

Kwik Trip, Inc.; La Crosse (WI); On-site; USD 70,000 - 100,000; Full time

Job summary

Kwik Trip, Inc. in La Crosse is seeking a Desktop Support Engineer 1 to provide advanced desktop and endpoint support for end users at the Kwik Trip Support Center.

This role acts as a senior escalation resource within Desktop Support, resolving complex hardware, operating system, and enterprise software issues while partnering with other IT teams to improve stability and service quality. The position schedules Monday–Friday daytime hours with rotating on-call responsibilities.

Qualifications

• Bachelor's degree preferred in information technology or related field.
• Six or more years of progressive experience in desktop support or related IT roles.
• Experience with Windows OS, macOS, and Apple hardware.
• Strong troubleshooting and root cause analysis skills.
• Experience with endpoint management platforms, AD, and GP.
• Excellent communication skills for non-technical users.

Responsibilities

• Serve as senior escalation point for complex desktop, hardware, OS, and software issues.
• Provide expert-level troubleshooting for high-impact endpoint incidents.
• Lead problem management investigations, 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 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, OS 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.

Skills

Windows OS

Windows hardware

macOS

Apple hardware

Active Directory

Group Policy

Root cause analysis

Endpoint management

Communication skills

Education

Bachelor's degree in information technology or a related field

Tools

SCCM

Intune

Job description

Kwik Trip, Inc. in La Crosse is seeking a Desktop Support Engineer 1 to provide advanced desktop and endpoint support for end users at the Kwik Trip Support Center.

This role acts as a senior escalation resource within Desktop Support, resolving complex hardware, operating system, and enterprise software issues while partnering with other IT teams to improve stability and service quality. The position schedules Monday–Friday daytime hours with rotating on-call responsibilities.