Desktop Support Engineer I

Description

The Desktop Support Engineer I is responsible for delivering hands-on and remote technical support to end users across all of the company's dental and orthodontic laboratories — Cumming, GA; Oklahoma City and Tulsa, OK; Buffalo, NY; and Boston, MA. This role supports a Windows-centric environment with on-premises Active Directory that is transitioning to Microsoft Entra ID, along with macOS and Linux endpoints, local networks and peripherals, and a mix of on-premises, AWS, Azure, and vendor-hosted cloud systems that keep lab production running. The Engineer I is a first point of hands-on contact for keeping lab staff and production equipment productive and contributes directly to the company's directory and device-management modernization.

This is an early-career position well-suited for someone with one to two years of help desk or desktop support experience, or equivalent training, who wants broad exposure across endpoints, identity, networking, and cloud. Breadth of familiarity is valued over depth; the Engineer I will receive active mentorship from the IT and engineering team and is expected to build technical depth on the job. A Level I engineer reliably performs foundational support work with guidance and is beginning to take on more independent troubleshooting. The position is based primarily on-site at the Cumming, GA lab, with remote work when business needs require. This role is not expected to travel; travel to another lab location would be infrequent and occur only if an unusual situation requires on-site support. This position reports to the IT Operations Supervisor.

MINIMUM QUALIFICATIONS

Technical Skills

• Windows Endpoints: Working proficiency supporting Windows 10/11 desktops and laptops, including setup and reprovisioning, drivers, patches, user profiles, printers, and common peripherals
• Identity & Directory: Foundational experience with Active Directory user and group administration (account creation, password resets, unlocks, group membership); awareness of Microsoft Entra ID, MFA, and how cloud identity differs from on-premises AD
• Microsoft 365: Ability to support Outlook, Teams, OneDrive, and SharePoint for end users, including mailbox access, sync, and basic licensing issues
• Networking: Understands core networking concepts including TCP/IP, DHCP, DNS, VLANs, Wi-Fi, and VPN; can use basic tools (ping, ipconfig, tracert, nslookup) to isolate connectivity problems before escalating
• macOS & Linux: Basic ability to navigate and troubleshoot macOS and Linux systems, including user accounts, network settings, application installation, and common command-line tasks
• Cloud Fundamentals: Conceptual understanding of AWS and Azure (virtual machines, storage, identities and roles) sufficient to triage user-facing issues with cloud-hosted applications and route them correctly
• Ticketing & Remote Support: Experience working from a ticket queue, documenting troubleshooting steps and resolutions, and supporting users with remote-control tools

Soft Skills

• Customer Service: Patient, professional, and approachable with non-technical users; able to resolve issues with minimal disruption to lab production
• Communication: Explains technical issues in plain language; communicates clearly by phone, Teams, and email with users at remote labs; escalates issues with relevant context and steps already taken
• Ownership & Follow-Through: Takes responsibility for tickets from intake through resolution; follows documented procedures; keeps users informed of status
• Learning & Adaptability: Eager to build depth across Windows, identity, networking, and cloud; asks questions after doing initial research; comfortable with change during an active systems modernization
• Discretion: Handles access to user accounts, devices, and patient-related data with confidentiality and sound judgment

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience
• Entry-level certifications such as CompTIA A+, Network+, or Security+; Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), or Endpoint Administrator (MD-102); or AWS Certified Cloud Practitioner
• Exposure to Microsoft Intune, Windows Autopilot, or other endpoint management tools
• Exposure to hybrid identity concepts (Entra Connect or Cloud Sync, hybrid-joined devices) or participation in an AD-to-Entra migration
• Experience with Apple device management (Jamf, Intune for macOS, or similar)
• Familiarity with basic scripting in PowerShell or Bash to automate routine tasks
• Experience supporting multi-site organizations or remote locations
• Experience in a regulated healthcare, medical device, or manufacturing environment (e.g., HIPAA, ISO 13485)
• Exposure to supporting 3D scanners, 3D printers, CAD workstations, or other specialized production equipment
• Valid driver's license and willingness to travel to another lab location in the rare event a situation requires it

Requirements

COMPETENCY REQUIREMENTS/JOB DUTIES

End User Support

• Provide on-site support at the Cumming, GA lab and remote support to users at all company labs via phone, Teams, the ticketing system, and remote-control tools
• Install, configure, and troubleshoot Windows, macOS, and Linux workstations, laptops, printers, scanners, docking stations, and other peripherals
• Prepare, deploy, and retire devices following standard build procedures, including new-hire setups and offboarding
• Support CAD and production workstations and connected lab equipment, coordinating with vendors when issues fall outside internal scope
• Apply software updates and patches following established schedules and change procedures
• Maintain accurate hardware and software asset inventory
• Be available for occasional after-hours or weekend work for maintenance windows and urgent production issues across Eastern and Central time zones

Identity, Access & Microsoft 365

• Perform routine Active Directory and Entra ID account administration, including onboarding, offboarding, password resets, account unlocks, and group membership changes, following documented procedures
• Support MFA enrollment, sign-in issues, and access-related user problems, escalating policy changes to senior team members
• Assist with user- and device-level tasks for the transition from on-premises Active Directory to Entra ID, including device enrollment, user communication, and post-migration troubleshooting, under guidance
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint

Network & Infrastructure Support

• Perform first-line troubleshooting of wired, wireless, VPN, and internet connectivity issues at all labs, gathering diagnostic details before escalating
• Complete physical infrastructure tasks at the Cumming site such as patching cables, replacing network devices, moving equipment, and checking UPS units
• Serve as on-site hands for senior engineers and vendors performing infrastructure work at the Cumming site, and coordinate remote hands at other labs
• Monitor assigned system and service health alerts and route issues to the appropriate owner

Cloud & Vendor Systems Support

• Triage user-reported issues with cloud-hosted and vendor-hosted applications (AWS, Azure, and vendor-specific platforms), determining whether the cause is local, network, identity, or service-side
• Open, track, and follow up on vendor support cases, keeping users and internal stakeholders informed
• Perform basic, well-documented administrative tasks in AWS and Azure as assigned, with appropriate access and oversight

Documentation, Security & Compliance

• Document tickets thoroughly, including troubleshooting steps, root cause where known, and resolution
• Create and maintain knowledge base articles, how-to guides, and standard procedures for recurring issues
• Follow security and compliance practices required by HIPAA, ISO 13485, and 21 CFR Part 11, including access controls, change records, and handling of protected health information
• Report suspected security incidents, phishing attempts, or policy violations promptly through established channels

AI Tooling & Practices

• Use AI-assisted tools (e.g., Claude, Microsoft Copilot) to research issues, draft documentation and knowledge base articles, and build simple scripts
• Verify AI-generated outputs before acting on them, especially commands or configuration changes applied to production systems
• Follow organizational policies for AI usage and avoid sharing sensitive company or patient information with external AI services

Collaboration & Growth

• Communicate clearly with team members about work status, progress, and blockers
• Ask questions to seek help and clarification after doing initial research, without waiting too long when stuck
• Receive feedback graciously and apply it to improve work quality
• Help others when asked and provide constructive feedback where possible
• Participate in learning activities, including agreed training and certification goals, and treat everyone with respect
• Participate in culture fit interviews as part of the recruiting process

BENEFITS AVAILABLE INCLUDE:

• Medical, Dental & Vision Insurance
• Short-term Disability, Long-term Disability, AD&D and Life Insurance Policies
• Paid Vacations
• 9 Paid Company Holidays
• Bonus Plan
• 401(k) with Company Match

EQUAL OPPORTUNITY EMPLOYER