Desktop Engineer

At TURN our mission is Improving Lives. Our organization embraces the tenets of client-centered care, and our core values People, Culture and Growth are at the forefront of everything we do. We hire exceptional individuals seeking meaningful opportunities in a purpose-driven environment.

  JOB SUMMARY

The Desktop Engineer will lead all activities related to end user device support, including device management, application management, troubleshooting & support, security and compliance, imaging and provisioning, and documentation and standards. The candidate will be responsible for providing expert solution knowledge within the Microsoft technology stack. Success in this role requires robust knowledge of hardware, software, and business applications (including Office 365 administration), the ability to provide technical support with a high degree of customer service, and effective management of IT assets. The Desktop Engineer is also responsible for contributing to the growth and development of the Information Technology team.

RESPONSIBILITIES

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Assist with managing and securing endpoint devices (computers, mobile devices, etc.) across the organization, ensuring compliance with security policies and best practices.
• Administer and optimize Microsoft Intune for device enrollment, configuration, compliance, and lifecycle management.
• Implement, monitor, and maintain endpoint security solutions, with a focus on Microsoft Defender and related technologies.
• Manage and maintain an accurate inventory of all IT assets including computers, mobile devices, and related equipment throughout procurement, deployment, and decommissioning.  
• Tracks Help Desk trends and tickets to ensure timely and proper completion of all assigned tasks.
• Monitors and assigns incoming Help Desk tickets and support requests, providing frequent feedback to staff on matters regarding customer service, technical expertise, deadlines, and prioritizing.
• Ensures timely resolution of Help Desk tickets and support requests.
• Provides Tier 1 and Tier 2 technical assistance in response to calls, emails, walk-ins, and tickets in the use of software, hardware, and computer malfunctions with an emphasis on exemplary customer support.
• Provides onsite end user support for employee computers, applications, and printers.
• Responsible for gathering program requirements pertaining to IT, application, and business processes when required.
• Coordinates within the department and with other departments as needed to help resolve technological issues or in preparation for annual or cyclical maintenance events.
• Develops and updates written documentation, multimedia "how-to" documents, FAQs and online resources.
• Supervises special projects where appropriate.
• Maintains current knowledge of changing and growing technologies through reading, training, and both formal and informal professional development in the fields of technology and customer services.
• Active contribution to ongoing process improvement department wide.
• Develop and maintain automation scripts (e.g., PowerShell, Python) to streamline device management, security enforcement, and IT operations.
• Leverage AI tools and platforms to enhance IT support, automate routine tasks, and improve security posture.
• Participate in solution development projects.
• Identify and measure improvement opportunities. 
• Help create and implement process improvement solutions pertaining to business needs.
  • Interface with contracted help desk provider to ensure the best possible support for employees.
  • Comply with all business and program rules, policies and procedures including HIPAA standards.

QUALIFICATIONS

• BA/BS required or equivalent experience in lieu of degree
• At least 2 years of experience in IT Service Desk in healthcare organizations or similar
• Advanced computer skills, including proficiency with Microsoft Office Suite
• Knowledge of PII/HIPAA/HI-TECH rules and regulations
• Deep knowledge of Microsoft Intune, including device management, policy configuration, and troubleshooting
• Demonstrated experience managing endpoint security solutions; Microsoft Defender experience is a plus
• Scripting skills (e.g., PowerShell, Python) for automation and process improvement
• Experience implementing or supporting AI-driven solutions 
• Advanced understanding of device security, compliance, and management in a Microsoft ecosystem
• Ability to work independently and effectively collaborate with a team
• Presents a professional appearance and exhibits excellent interpersonal skills with internal and external clients
• Able to communicate complex technical problems concisely and professionally to technical and non-technical audiences, both verbally and in writing
• Able to handle confidential information in a reliable manner
• Ability to problem solve and react appropriately to emergency situations
• Ability to prioritize workload and adapt to new processes and procedures in a fast-paced operational environment, including being on-call and responsive during non-business hours for support team inquiries 

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

☒ Seeing

☒ Hearing

☒ Speaking

☒ Stooping/Bending

☐ Working in cramped spaces

☒ Moving around office

☒ Moving between offices/clients

☒ Driving

☐ Climbing

☐ Lifting/carrying heavy items

☐ Pushing/pulling/dragging items

☐ Standing for long periods

☐ Working outside/underground

☐ Using hands/fingers

☒ Sitting for long periods of time

I can perform the above functions:

☐ Without accommodation ☐ With accommodation. If so, please specify:     

OTHER DUTIES

This job description isn't a comprehensive list of activities, duties or responsibilities required for this job. Duties, responsibilities and activities may change at any time with or without notice.

Employee signature constitutes an understanding of the job requirements, essential functions, and duties.

TURN is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), gender, gender expression, gender identity, sexual orientation, marital status, medical condition, military or veteran status, national origin, race, religious creed, and sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions.