Desktop Support Engineer I

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