Desktop Support Engineer

As a Desktop Support Engineer in the Billtrust GCC Operations Engineering Center, you will be the frontline technical expert responsible for endpoint management, user provisioning, and desktop infrastructure. Working closely with the Nashville-based IT Services Manager, you will support a hybrid workforce across multiple geographies, manage Intune-enrolled devices, handle imaging and deployment pipelines, and drive automation initiatives that reduce ticket volume and improve employee experience. This role replaces our legacy outsourced desktop support function and represents a strategic investment in building internal technical capability.

Key Responsibilities

• Manage and maintain Microsoft Intune-enrolled endpoints including Windows, macOS, and mobile devices across the global Billtrust workforce
• Execute user provisioning and de-provisioning workflows in Azure AD / Entra ID, ensuring timely onboarding and secure offboarding with proper access controls
• Build and maintain standardized OS images, deployment profiles, and configuration policies using Intune and Autopilot for zero-touch provisioning
• Provide Tier 2 desktop support for hardware, software, and connectivity issues, resolving escalations from the service desk within defined SLAs
• Monitor endpoint compliance, patch status, and security posture dashboards; remediate non-compliant devices proactively
• Manage software packaging, testing, and deployment through Intune and Company Portal, maintaining an up-to-date application catalog
• Administer and troubleshoot Microsoft 365 applications, VPN configurations, printing infrastructure, and collaboration tools
• Document standard operating procedures, knowledge base articles, and runbooks for common support scenarios
• Collaborate with Security Operations to investigate and remediate endpoint-related security incidents and vulnerability findings
• Track and manage IT asset lifecycle including procurement coordination, inventory tracking, warranty management, and secure disposal

Required Qualifications

Technical Skills

• 3+ years of experience in enterprise desktop support or endpoint engineering
• Strong proficiency with Microsoft Intune, Autopilot, and Endpoint Manager for device lifecycle management
• Experience with Azure Active Directory / Entra ID for identity management, conditional access, and group policy
• Hands-on experience with Windows 10/11 imaging, deployment, and troubleshooting at scale
• Working knowledge of macOS management in a Microsoft-centric enterprise environment
• Familiarity with ITSM platforms (ServiceNow, Jira Service Management) for ticket management and SLA tracking
• Proficiency using AI Chat Claude Code, GitHub Copilot or similar AI coding assistance
• Experience using, supporting, and deploying AI assistant tools (Copilot, ChatGPT, Claude etc)
• Demonstrated ability to utilize AI-powered tools to streamline support tasks, assist with documentation and guide end-user in adopting AI productivity solutions across the organization

Soft Skills & Mindset

• Excellent written and verbal communication skills for cross-timezone collaboration with Nashville-based leadership
• Customer-service orientation with strong empathy for end-user experience
• Self-motivated and able to work independently during off-hours relative to US-based management
• Detail-oriented approach to documentation, change management, and process improvement

Preferred Qualifications

• Microsoft certifications: MD-102 (Endpoint Administrator), AZ-900, or SC-900
• Experience with PowerShell scripting for automation of repetitive IT tasks
• Familiarity with zero-trust security models and endpoint detection & response (EDR) tools
• Experience supporting VDI or cloud-hosted desktop environments