Senior Desktop Engineer

Interactive Resources - iR; Florida; On-site; USD 80,000 - 110,000; Full time

Job summary

Interactive Resources is seeking a Senior Desktop Engineer in the United States (Florida) to provide hands-on desktop and endpoint support across Windows 10/11, M365, and AD. You will serve as an escalation point, troubleshoot complex issues, and help manage imaging, deployments, and onboarding/offboarding processes.

The ideal candidate will be a proactive troubleshooter with strong communication skills, able to work independently in a fast-paced environment and mentor junior staff as needed.

Qualifications

• 5+ years of IT support or Help Desk experience.
• Strong experience with Windows 10/11, Microsoft 365, and Active Directory.
• Knowledge of networking fundamentals, VPNs, and remote support tools.
• Experience with ticketing systems and managing multiple requests.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.
• Ability to work independently, prioritize tasks, and take ownership of technical issues.

Responsibilities

• Provide Tier II and III desktop and device support.
• Troubleshoot Windows 10/11, Microsoft 365, Active Directory, VPN, networking issues.
• Serve as escalation point for complex problems.
• Monitor and prioritize support tickets for timely resolution.
• Support Intune, device management, imaging, and workstation deployments.
• Handle user account setups, onboarding, and offboarding.
• Troubleshoot printers, conference room equipment, and other office tech.
• Assist other technicians with troubleshooting and guidance.
• Identify recurring issues and propose IT process improvements.
• Maintain documentation and assist with IT upgrades and projects.

Skills

IT Support

Windows 10/11

Microsoft 365

Active Directory

Networking fundamentals

Ticketing systems

Troubleshooting

Customer service

Education

Associate's or Bachelor's degree in IT

Tools

Intune

Entra ID

Endpoint management tools

Job description

We are seeking an Senior Desktop Engineer to provide hands-on technical support, troubleshoot complex issues, and assist with daily IT support operations. This person will serve as an escalation point for other technicians while helping ensure support tickets are handled efficiently.

The ideal candidate is a strong troubleshooter who takes ownership of issues, communicates well with users, and can work independently in a fast-paced environment.

Key Responsibilities

• Provide Tier II and Tier III support for desktops, laptops, mobile devices, and business applications.
• Troubleshoot Windows 10/11, Microsoft 365, Active Directory, VPN, networking, and connectivity issues.
• Serve as an escalation point for more complex technical problems.
• Monitor and prioritize support tickets to ensure timely resolution.
• Support Microsoft Intune, device management, imaging, and workstation deployments.
• Handle user account setups, permissions, onboarding, and offboarding.
• Troubleshoot printers, mobile devices, conference room equipment, and other office technology.
• Assist other technicians with troubleshooting and technical guidance.
• Identify recurring issues and recommend solutions to improve IT support.
• Maintain documentation and assist with IT upgrades and projects.

Required Qualifications

• 5+ years of IT Support, Desktop Support, or Help Desk experience.
• Strong experience with Windows 10/11, Microsoft 365, and Active Directory.
• Knowledge of networking fundamentals, VPNs, and remote support tools.
• Experience working with ticketing systems and managing multiple support requests.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.
• Ability to work independently, prioritize tasks, and take ownership of technical issues.

Preferred Qualifications

• Previous experience in a Senior or Lead IT Support role.
• Experience with Microsoft Intune, Entra ID, or endpoint management tools.
• Experience with workstation imaging, deployment, and hardware support.
• Experience mentoring or assisting junior technicians.
• Associate's or bachelor's degree in IT or a related field.

Ideal Candidate

Someone who is technically strong, proactive, dependable, and enjoys helping people. We're looking for a hands-on problem solver who can handle escalated issues, support other technicians, and keep IT operations running smoothly.