Help Desk Engineer

Atlanticus is seeking a customer-focused, highly motivated Help Desk Engineer to join our Infrastructure & Operations team in Wilmington, DE. This role supports a modern enterprise environment consisting of Windows and macOS devices, Microsoft 365, Active Directory, Microsoft Intune, and enterprise endpoint management platforms.

We're looking for someone who enjoys solving problems, takes ownership, builds strong relationships with end users, and is constantly looking for ways to improve processes through automation and standardization. The ideal candidate is a self-starter with excellent communication skills, strong technical troubleshooting abilities, and a passion for delivering exceptional customer service.

Primary Responsibilities

End User Support

• Provide Tier 1 and Tier 2 technical support for Windows and macOS endpoints.
• Troubleshoot hardware, operating system, application, network connectivity, VPN, printer, and peripheral issues.
• Deliver remote and onsite support for employees in a fast-paced enterprise environment.
• Manage incidents through completion while providing timely communication and exceptional customer service.
• Build trusted relationships with business users by providing professional, responsive, and solution-oriented support.
• Participate in an after-hours on-call rotation as required.

Endpoint Administration

• Build, image, provision, deploy, and refresh Windows and macOS laptops.
• Configure new employee workstations and perform hardware lifecycle replacements.
• Support Microsoft Intune device enrollment, compliance policies, application deployment, and endpoint management.
• Administer Jamf Pro for macOS device management, software deployment, and policy enforcement.
• Support Microsoft Autopilot and modern endpoint provisioning processes.
• Maintain accurate hardware inventory and asset management records.

Identity & Productivity Services

• Support Active Directory user and group administration, password resets, account provisioning, and basic Group Policy troubleshooting.
• Troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.
• Support Microsoft Entra ID authentication and Multi-Factor Authentication (MFA).

Patch & Endpoint Management

• Deploy and monitor Microsoft Windows updates using Microsoft Intune and WSUS.
• Manage third-party application patching using enterprise tools
• Monitor patch compliance, investigate failed deployments, and remediate endpoint vulnerabilities.
• Support endpoint security and ensure systems remain compliant with corporate standards.

Virtual Desktop & Enterprise Technologies

• Support AWS WorkSpaces virtual desktop environments, including provisioning, troubleshooting, and user support.
• Assist with enterprise collaboration technologies, conferencing equipment, mobile devices, printers, and other endpoint technologies.
• Work closely with Infrastructure, Security, and Cloud Engineering teams to resolve complex technical issues.

Continuous Improvement & Automation

• Identify opportunities to automate repetitive IT tasks using PowerShell or other scripting tools.
• Contribute to process improvements that enhance the end-user experience and improve operational efficiency.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Recommend improvements to desktop standards, deployment processes, and service delivery.