Desktop Engineer

Desktop Engineer Location: Remote Exemption Status: Exempt PURPOSE: The Desktop Engineer is expected to be able to provide advanced desktop and end user support as well as assist with the support of server and network environments, including but not limited to Active Directory, Entra ID, network firewall and switch devices, and M365 environments. RESPONSIBILITIES: Thoroughly and accurately understand issues and analyze problems in a systematic fashion. Analyze each specific request, determine the underlying problem, and recommend proper solution. Understand and execute standard escalation procedures in collaboration with tier 2 and tier 3 teams. Collaborate with Tier 1 Support (Service Desk, Request Management): Partner with front-line support teams to assist in the triage and resolution of end-user hardware, software, and peripheral issues. Provide technical support on organization-wide client incidents and recurring technical problems escalated from Tier 1. Collaborate with Tier 2 Support: Coordinate on cross-ticket issues that require joint troubleshooting or affect multiple user groups or systems. Engage in real-time problem-solving discussions via team collaboration platforms Respond promptly to high-priority incidents and urgent escalations routed to Tier 2 Proactively update Tier 2 team members on the progress and status of tickets owned by other technicians, ensuring transparency and continuity of service. Collaborate with Tier 3 Support (Cloud Infrastructure, Networking, Architecture): Assist with diagnosis of Infrastructure and Networking issues and escalating issues as needed. Liaise with Infrastructure Engineers, Network Engineers and Architects to support the identification and troubleshooting of Tier 3 issues. Ticket Queue Management (Team-Level): Monitor and triage the team’s shared ticket queues daily, prioritizing unassigned, overdue, or aging tickets requiring attention. Reassign tickets appropriately based on technician workload, skill set, and es