ROLE OVERVIEWWe're seeking an experienced Desktop Support Engineer to serve as our team's Microsoft Windows administration expert and primary hands-on technical support resource for our Windows laptop fleet. Windows administration is the most critical skill for this role: you will own Windows 10/11 & future version imaging, deployment, and configuration, and will be the go-to expert for diagnosing and resolving hardware, software, and connectivity issues. You communicate clearly with both technical and non-technical users, and your reliability, strong problem-solving instincts, and excellent interpersonal skills keep our workforce productive.
KEY RESPONSIBILITIES- Serve as the team's Microsoft Windows administration expert, owning Windows 10/11 imaging, configuration, patching, and lifecycle management using tools such as SCCM, MDT, or Microsoft Intune/Autopilot.
- Provide Tier 1/2 escalation support for complex Windows hardware, software, OS, and connectivity issues.
- Administer Active Directory accounts, group policies, and Microsoft 365 for end users.
- Support end users in person and remotely via ticketing and remote-control tools, maintaining strong customer-service standards.
- Provision and deploy laptops for new hires, ensuring imaging, software installation, and account setup are completed on schedule.
- Support end users in person and remotely via ticketing and remote-control tools, maintaining strong customer-service standards.
- Maintain accurate IT asset inventory, including hardware assignments, warranty tracking, and licensing compliance.
- Partner with Security on endpoint compliance, patch cadence, and access control enforcement.
- Identify recurring issues and recommend process or tooling improvements to reduce ticket volume.
QUALIFICATIONSRequired- Expert-level Microsoft Windows administration (Windows 10/11, Active Directory, Group Policy, Microsoft Intune/Autopilot) - the most critical skill for this role
- 7-10 years of hands-on desktop/endpoint support experience in a Windows environment
- Expert-level troubleshooting of Windows laptop hardware, software, drivers, OS, and network/connectivity issues
- Proven experience with laptop imaging, provisioning, and deployment (e.g., SCCM, MDT, Microsoft Intune/Autopilot, or similar tools)
- Strong working knowledge of Microsoft 365 administration
- Solid understanding of networking fundamentals (Wi-Fi, VPN, TCP/IP, DNS, DHCP)
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
- Strong customer-service orientation, organization, and ability to prioritize multiple issues
Preferred- CompTIA certification preferred (A+, Network+, or Security+)
- Familiarity with JAMF (MDM) for mixed-OS environments
- Familiarity with Okta Identity Access Manager (IAM)
- Familiarity with Google Workspace administration
- Knowledge of a broad range of consumer technologies and applications
- Linux and shell scripting is a plus
Base salary for the role is commensurate with experience and can range between $75,000 - 110,000 + annual bonus opportunity.
Hiring LocationsOur main office is located in Center City, Philadelphia, where we operate on a hybrid model with in-office work required three days a week for local employees. We believe collaboration is most effective when teams come together, which is why we prioritize hiring in the Philadelphia area.
For certain roles, we also hire from
hub locations-regions where we have an established presence with multiple team members working remotely. While these employees primarily work from home, we bring them together in person at least once a year for team-building, collaboration, and strategic planning.
Due to tax and labor regulations, we can only hire from specific states. Remote work is supported in the following key hub locations and approved states:
Hub Locations:- Philadelphia, Pennsylvania
- Boston, Massachusetts
- New York City, New York
- Baltimore, Maryland
- Washington, D.C.
- Charlotte, North Carolina
- Raleigh-Durham, North Carolina
- Atlanta, Georgia
- Chicago, Illinois
Approved States for Remote Work:CT, DE, FL, GA, IL, IN, MA, MD, MI, NC, NJ, NY, OH, PA, TN, and VA.
Benefits & PerksOur benefits package is thoughtfully designed to support and enrich the experience of our full-time employees, with eligibility limited to those in permanent positions.
- Compensation: competitive base salary & annual bonus opportunity (for non-commissioned roles)
- Benefits: We offer health, dental, and vision coverage starting on day 1. We also offer a 401(k) plan and an equity program, with new hire equity grants beginning at the Director level and above.
- Flexible location: Remote workdays and 3 days a week of in-office collaboration for team members in the Philadelphia area. Check location requirements with the recruiting team.
- Generous PTO: Take time off as needed, targeted at 4 weeks per year, including vacation, personal and sick time, plus paid parental leave.
- Parental Leave: 12 weeks paid leave for childbearing, surrogacy, and adoption; 6 weeks for non-childbearing parents.
- Comprehensive and individualized onboarding: mentorship program, departmental talks, and a library of resources are available beginning day 1 for each new team member to minimize the stress of starting a new job
- Professional development: biweekly 1:1s, hands-on leadership that is goal-and growth-oriented for each team member, and an annual budget to support professional development pursuits
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [redacted]
Remote opportunities are not available in all areas and require team members to work from a fixed location due to tax and labor law implications - specific questions about remote positions can be discussed during the interview process with your recruiter.
