L2 Desktop Support Engineer

Role Overview: Join our team as a dedicated L2 Desktop Support Engineer in the vibrant city of Indianapolis, IN. This role offers a fantastic opportunity to work in a dynamic environment, supporting a diverse range of technologies and systems. Indianapolis is not only a hub for innovation and growth but also offers a great quality of life with its rich cultural scene, affordable living, and welcoming community.

• 4–6 years of experience in Desktop Support / End User Computing (EUC).
• Strong experience supporting Windows and Mac environments in enterprise organizations.

• Windows 10/11 Support
• L2 Desktop Support
• Windows OS Administration
• Mac OS Support
• Apple iOS Support
• Microsoft Intune
• Windows Autopilot
• JAMF (MDM)
• ServiceNow
• Microsoft Office
• VPN Support
• Anti-Virus Support
• Group Policy
• Device Driver & Patch Management
• Workstation Imaging
• Endpoint Security & Encryption

• Provide remote L2 desktop support by troubleshooting Windows, Mac, laptops, desktops, and VDI environments.
• Resolve technical issues related to Windows 10/11, Mac OS, Apple iOS, Microsoft Office, VPN, Skype, Anti-Virus, and other standard applications.
• Enroll and support Apple iOS devices using JAMF MDM and resolve incidents related to mobile device management.
• Deploy device drivers, BIOS updates, Windows patches, and software updates.
• Troubleshoot workstation performance, Group Policy issues, encryption, and software configuration failures.
• Monitor and maintain endpoint security compliance and workstation health.
• Manage and resolve incidents using ServiceNow ticketing system.
• Diagnose, troubleshoot, resolve, and escalate hardware, software, and peripheral issues.
• Support Windows 11 feature upgrades using Microsoft Intune and Windows Autopilot.
• Provide operational support for L2 workstation environments.
• Monitor end-user experience and generate reports on workstation image deployments and patch compliance.
• Perform root cause analysis and implement corrective actions for recurring desktop issues.

• Microsoft Intune
• Windows Autopilot
• JAMF
• ServiceNow
• Active Directory
• Endpoint Security
• Device Compliance
• Windows Imaging & Deployment