Desktop Engineer (End-user device, L3 Support- Mac and Windows)

Job Title : Desktop Engineer (End-user device, L3 Support- Mac and Windows)

Location : Fort Worth, TX (Onsite-100%)

Type : Fulltime only

We are seeking a highly skilled and dedicated Desktop Engineer who is technically proficient End User Device Engineer (Level 3) with a specialized focus on windows and macOS environments :

Executive Support to provide exceptional technical assistance and white-glove service to our senior leadership and executive team. This role requires extensive expertise in both Windows and macOS environments, strong troubleshooting abilities, and an unwavering commitment to customer satisfaction.

Responsibilities :

Executive Technical Support :

o Provide expert-level, hands-on and remote technical support to executives for all hardware, software, and peripheral issues on Windows and macOS devices (laptops, desktops, tablets, smartphones), mobility / iOS expertise

o Prioritize and promptly resolve executive-level IT incidents and service requests with a focus on minimal disruption and maximum efficiency.

o ct as the primary point of contact for executive IT needs, ensuring a smooth and personalized support experience.

System Administration & Troubleshooting :

o Install, configure, and maintain operating systems (Windows 10 / 11, macOS), software applications (Microsoft 365 Suite, Adobe Creative Suite, specialized executive tools), and hardware components.

o onsite Citrix Architect

o Diagnose and resolve complex technical issues related to network connectivity (Wi-Fi, VPN), email, printing, video conferencing, security, and data protection.

o Perform hardware upgrades, replacements, and repairs for executive devices.

o Conduct regular system updates, patching, and backups to ensure system stability and security.

o Manage and troubleshoot mobile devices (iOS, Android) and associated applications.

Security & Compliance :

o Implement and enforce security protocols, including antivirus software, disk encryption, and endpoint protection solutions.

• Collaboration & Communication :

o Collaborate effectively with other IT teams (Network, Systems, Security) to resolve complex issues and implement new technologies.

o Communicate complex technical information clearly and concisely to non-technical executives, demonstrating patience and understanding.

Required Skills & Qualifications :

An L3 End User Device Engineer specializing in Mac and Windows is a senior technical role responsible for the advanced support, engineering, and lifecycle management of client devices within an enterprise environment. They act as a subject matter expert (SME) and escalation point for complex issues that L1 and L2 support teams cannot resolve.

End User Device Engineering SME - L3 (Mac & Windows)

The L3 End User Device Engineer is a highly experienced professional who designs, implements, manages, and troubleshoots the end-user computing environment, with a strong focus on both macOS and Windows operating systems. This role requires deep technical knowledge, excellent problem-solving abilities, and a strategic mindset to enhance user experience.

Key Responsibilities :

Advanced Troubleshooting & Root Cause Analysis :

o Serve as the final escalation point for complex and critical issues related to Mac and Windows devices, including hardware, software, operating systems, network connectivity, and peripheral devices.

o Perform in-depth root cause analysis (RCA) to identify underlying problems and implement permanent solutions, reducing recurring incidents.

o Troubleshoot complex issues related to Microsoft 365 and other SaaS applications as they interact with both Mac and Windows endpoints.

Endpoint Management & Engineering :

o Strategic Endpoint Management : Lead the development and lifecycle management of Mac and Windows endpoints, focusing on automation, standardization, and security compliance.

o Deployment & Provisioning : Design, implement, and optimize automated deployment solutions for both Windows (e.g., Microsoft Endpoint Manager / SCCM, Intune) and Mac (e.g., Jamf Pro, Apple Business Manager / DEP).

o Configuration Management : Develop and maintain standardized system configurations, group policies (Windows), and profiles (Mac) to ensure consistency, security, and optimal performance across the fleet.

o pplication Packaging & Deployment : Package, test, and deploy applications for both Windows and Mac environments, ensuring compatibility, compliance, and silent installations.

o Design and implement automation solutions using scripting languages (e.g., PowerShell for Windows, Bash, Python, AppleScript for Mac) to streamline provisioning, patching, incident resolution, and other repetitive IT tasks.

o Explore and leverage automation tools and frameworks to improve efficiency and reduce manual effort in endpoint management.

o Monitor endpoint performance, analyze telemetry data, and implement optimizations to continuously improve end-user experience and device reliability.

o Conduct technical research and analysis to identify and implement new solutions or improve existing ones.

o Collaborate extensively with other IT teams (Network, Server, Cybersecurity, Service Desk, Application Development) to ensure seamless integration and support.

Essential Skills & Qualifications :

o Windows : Expert-level proficiency with Windows 10 / 11 internals, deployment, configuration, group policy management, Active Directory integration, and troubleshooting.

o macOS : Expert-level proficiency with macOS system internals, deployment (e.g., Apple Business Manager, DEP), security frameworks, and enterprise deployment models.

Endpoint Management Platforms :

o Windows : Extensive experience with Microsoft Endpoint Manager (Intune, SCCM / MEMCM) for device management, software deployment, and policy enforcement.

o Mac : Expert-level proficiency with Jamf Pro administration (advanced policy creation, smart groups, patch management, extension attributes).

Problem-Solving & Analytical Skills :

o Exceptional ability to diagnose complex technical issues, perform root cause analysis, and develop effective long-term solutions.

o Strong analytical thinking to identify trends and proactively address potential problems.

Communication & Interpersonal Skills :

o Excellent verbal and written communication skills to articulate complex technical concepts to both technical and non-technical audiences.

o bility to collaborate effectively with cross-functional teams and external vendors.