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About the Role
The Desktop & Office IT Support Engineer ensures all personnel, devices, and meeting rooms in the office are operational. This role encompasses end-user computing, including desktops, laptops, office hardware, printers, meeting room AV, office network and Wi-Fi, and the Microsoft environment with licensing. You will be the primary contact for IT issues and responsible for new hire productivity from day one.
Responsibilities
- Build, image, deploy, and maintain Windows desktops and laptops.
- Diagnose and resolve hardware and software faults, escalating to vendors under warranty.
- Install, configure, and support business applications and peripherals.
- Manage device enrollment and policy.
- Securely wipe, redeploy, or dispose of devices according to data protection policy.
- Support office technology including phones, docking stations, displays, scanners, and TVs.
- Maintain organized and replenished stock of spares (cables, adapters, peripherals).
- Coordinate with the team on desk moves, office reconfigurations, and new office fit-outs.
- Assist in supporting the office LAN, including switches, patch panels, firewalls, and structured cabling.
- Troubleshoot connectivity, DHCP, DNS, and VPN issues for office and remote users.
- Maintain network documentation, including port maps, IP allocations, and rack diagrams.
- Liaise with ISPs and network vendors on circuit faults and changes.
- Manage wireless access points, controllers, and SSIDs for staff and guest networks.
- Monitor Wi-Fi coverage and performance, conducting site surveys when layouts change.
- Apply secure Wi-Fi configurations (WPA2/WPA3-Enterprise, guest isolation).
- Administer Microsoft 365: Entra ID (Azure AD) users and groups, Exchange Online, Teams, and OneDrive.
- Support Office applications (Outlook, Word, Excel, PowerPoint, Teams) for end users.
- Manage Microsoft license assignment, renewals, and true-ups, ensuring license counts match headcount.
- Report monthly on license usage and identify unused or over-provisioned licenses.
- Set up new hires end-to-end: accounts, licenses, mailbox, group memberships, device, peripherals, and phone.
- Deliver a first-day IT induction covering devices, MFA, security basics, and key systems.
- Process leavers promptly: disable accounts, recover equipment, reclaim licenses, and transfer data.
- Source and order hardware and peripherals within budget and approved vendor agreements.
- Obtain quotes, raise purchase orders, and track deliveries.
- Maintain an accurate asset register covering device, user, serial number, warranty, and purchase date.
- Plan the hardware refresh cycle and forecast upcoming spend.
- Patch all endpoints, servers-in-scope, and network devices on a defined schedule.
- Manage Windows and Microsoft 365 updates through WSUS / Windows Update for Business.
- Keep firmware current on switches, access points, firewalls, printers, and meeting room devices.
- Track and report patch compliance, prioritizing critical security updates.
- Install, configure, and maintain office printers and multifunction devices.
- Manage print queues, drivers, scan-to-email, and secure print release.
- Coordinate servicing and consumables with the managed print supplier.
- Set up and support meeting room systems (Microsoft Teams Rooms or similar).
- Run regular room checks to ensure meetings start on time without technical issues.
- Provide on-the-spot support for important meetings, presentations, and events.
- Log, prioritize, and resolve tickets in the service desk system.
- Write and maintain knowledge base articles and how-to guides for staff.
- Follow information security policies and support security initiatives.
- Identify recurring issues and propose improvements to tools and processes.
Requirements
- 5+ years in a desktop, service desk, or IT support role in an office environment.
- Strong hands-on knowledge of Windows 10/11 and desktop/laptop hardware troubleshooting.
- Microsoft 365 administration experience: Entra ID, Exchange Online, Teams, and OneDrive.
- Working knowledge of Microsoft licensing (M365 Business / E-plans) and license management.
- Experience deploying and managing devices with an endpoint management tool.
- Networking fundamentals: TCP/IP, DHCP, DNS, VLANs, VPN, and Wi-Fi.
- Experience supporting printers, multifunction devices, and meeting room AV.
- Experience running a patching process and tracking compliance.
- Familiarity with a ticketing system (e.g. ServiceNow, Jira Service Management, Zendesk).
- Microsoft certifications such as MD-102 (Endpoint Administrator) or MS-900 / MS-102.
- CompTIA A+, Network+, or Security+, or Cisco CCNA.
- Experience with Microsoft Teams Rooms, Zoom Rooms, or similar meeting room platforms.
- Experience with enterprise Wi-Fi platforms (e.g. Meraki, Ubiquiti UniFi, Aruba).
- Some macOS and mobile device (iOS/Android) support experience.
- Basic PowerShell scripting for automating admin tasks.
- Experience with hardware procurement, vendor management, and asset tracking.
- ITIL Foundation or exposure to ITIL processes.
- Customer-focused and patient, able to explain technical issues in plain language.
- Organized and methodical, with strong documentation habits.
- Calm under pressure, especially when a meeting or senior user is waiting.
- Proactive: spots problems before users report them and fixes root causes.
- Discreet and trustworthy with access to confidential data and systems.
Skills
- Windows 10/11
- Desktop/laptop hardware troubleshooting
- Microsoft 365 administration
- Entra ID
- Exchange Online
- Microsoft Teams
- OneDrive
- Microsoft licensing
- Endpoint management tools
- TCP/IP
- DHCP
- DNS
- VLANs
- VPN
- Wi-Fi
- Printer support
- Meeting room AV support
- Patching
- Compliance tracking
- Ticketing systems
- Microsoft Teams Rooms
- Zoom Rooms
- Enterprise Wi-Fi platforms
- macOS support
- Mobile device support
- PowerShell scripting
- Hardware procurement
- Vendor management
- Asset tracking
- ITIL processes
Location
- Austin, TX
Work Type
- In-office
Experience Level
- 5+ years in a desktop, service desk or IT support role
Education Level
- Microsoft certifications such as MD-102 (Endpoint Administrator) or MS-900 / MS-102.
- CompTIA A+, Network+ or Security+, or Cisco CCNA.
- ITIL Foundation
Benefits
- Employer matched 401(k)
- Medical insurance
- Dental insurance
- Vision insurance
- Basic life insurance
- AD&D insurance
- Other benefit offerings