Senior Desktop & Endpoint 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

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.