Duration: Contract

Location: San Diego, CA - 5 days onsite

PURPOSE

The Sr. Desktop Support Engineer is responsible for delivering advanced end-user computing and collaboration support across the enterprise. This role ensures the reliability, performance, and security of all desktop, laptop, and mobile computing devices as well as video conferencing and Audio/Visual (A/V) systems in conference rooms. The position requires deep technical expertise in Microsoft platforms, Azure AD, endpoint management, and enterprise collaboration technologies. The Sr. Desktop Support Engineer will standardize and maintain desktop environments, manage device lifecycles, support hybrid meeting technologies, and provide Tier 2–3 support for complex user issues.

Essential Functions

Technical Support & Troubleshooting

Provide expert-level support for Windows and macOS devices, Microsoft 365 applications, Teams platforms
Troubleshoot complex end-user issues involving application performance, connectivity, authentication, and profile synchronization
Manage endpoint security configurations, including anti-virus, device encryption, and multi-factor authentication (MFA)
Serve as escalation point for Tier 1 and Tier 2 technicians to resolve advanced incidents efficiently

Audio/Visual & Collaboration Systems

Support, configure, and maintain conference room Audio/Visual systems including video conferencing hardware (e.g., Logitech, Polycom, Crestron, Teams Rooms, and Zoom Rooms)
Provide on-site and remote assistance for executive meetings, town halls, and hybrid conferences to ensure seamless A/V performance
Coordinate with vendors for hardware replacement, firmware updates, and integration of new conference room technologies
Maintain documentation and inventory of A/V equipment, cabling, and room configuration details
Ensure A/V systems remain operational and standardized across all meeting spaces

Endpoint Management & Automation

Create and maintain standardized desktop and laptop images using Microsoft Endpoint Manager (Intune) or SCCM
Develop automation scripts and policies for device provisioning, patch deployment, and software installation
Configure and manage WSUS/SCCM patching to ensure endpoint compliance and security
Utilize remote management tools to resolve issues efficiently and proactively

Microsoft Azure & Identity Management

Administer user accounts, groups, and licenses in Azure AD and Microsoft 365
Configure conditional access, MFA, and security compliance settings in alignment with organizational policy
Support single sign-on (SSO) integrations for enterprise applications

Procurement & Asset Lifecycle Management

Manage procurement and inventory of user hardware, peripherals, and licensed software
Maintain accurate records of IT assets, including warranty status, renewals, and lifecycle management
Assist with onboarding/offboarding processes to ensure timely provisioning and recovery of assets

Documentation & Knowledge Management

Create and maintain technical documentation including build procedures, A/V configurations, and troubleshooting guides
Develop user-friendly training materials and FAQs to enhance self-service capabilities
Identify and implement improvements to IT service delivery and end-user experience

Collaboration & Service Delivery

Partner with infrastructure, cybersecurity, and network teams to ensure end-to-end system reliability
Participate in service reviews, root cause analyses, and process improvement initiatives
Mentor junior technicians and provide technical leadership in end-user technologies
Support business continuity and ensure key systems remain available during outages or DR events

Qualifications

Education: Bachelor’s Degree in Computer Science, Information Systems, or related field, or equivalent professional experience
Work Experience: Minimum 7 years of experience providing Tier 2/3 desktop engineering and end-user support in enterprise environments. Proven expertise in Microsoft 365, Azure AD, and Intune and PDQ management. Experience supporting and maintaining conference room Audio/Visual systems. Strong background in Active Directory, Group Policy, and endpoint patch management
Skills/Knowledge: Advanced troubleshooting for Windows OS, macOS, and collaboration platforms. Familiarity with A/V control systems, HDMI/USB standards, and hybrid meeting technology setups. Solid understanding of TCP/IP, DNS, DHCP, and VPN networking fundamentals. PowerShell scripting for automation and reporting. Excellent communication, documentation, and customer service skills. Knowledge of ITIL processes for incident and change management
Certifications (Required/Preferred): Required: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator Associate. Preferred: CompTIA Network+, Microsoft Endpoint Administrator, ITIL v4 Foundation, Crestron or Zoom Rooms certification

TOOLS AND EQUIPMENT

Microsoft 365, Intune/SCCM, Azure AD, Active Directory, ServiceNow (or equivalent ITSM tool), Remote Desktop tools, PowerShell, Teams/Zoom, and conference room A/V systems (Logitech, Polycom, Crestron)

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Sr. Desktop Support Engineer