Service Desk Engineer

Responsibilities

• Design, build, maintain, and secure standardized workstation images for Windows and macOS supporting on-site, remote, and VDI access.

• Engineer endpoint baselines and technical controls that reduce risk of unauthorized discovery, lateral movement, malicious credential use, persistence, and defense evasion.

• Own engineering design and lifecycle maintenance for imaging, patching, automation, validation, rollback, and release management.

• Maintain OS and application patching, version control, and deployment workflows using approved enterprise tools such as Ivanti, KACE, Intune, GPO, JAMF, or equivalent.

• Engineer and maintain logging, telemetry, monitoring, and audit capabilities to track endpoint activity, enrollment, user authentication, network access, and compliance posture.

• Develop and execute validation testing after imaging or major patch cycles to confirm endpoint functionality, security agent health, authentication, and VDI connectivity.

• Support the assessment, recommendation, implementation, validation workflow by producing Findings Reports, Remediation Plans, Validation Reports, and change documentation.

• Create and maintain runbooks, technical standards, deployment procedures, rollback procedures, and engineering documentation for Service Desk and IRM teams.

• Support engineering escalations arising from complex Endpoint, image, patching, telemetry, and device-management incidents.

Qualifications

Core Qualifications:

• Bachelor’s degree in IT, Cybersecurity, or related field preferred; equivalent experience acceptable

• Must possess an active or interim Top Secret security clearance

• 8+ years of experience in IT, Endpoint Engineering, or Cybersecurity

• 6+ years of experience performing engineering functions in enterprise environments

• Experience working under formal change control, audit, and security governance processes

Additional Qualifications:

• Experience building and maintaining Windows and macOS workstation images

• Experience with image automation, image validation, rollback, and version control

• Experience integrating workstation images with VDI, EDR, authentication mechanisms, and logging agents

• Experience maintaining imaging toolchains and automation scripts using Ivanti, KACE, JAMF, or equivalent

• Experience with formal image-release processes including build, test, signoff, and release

• Hands-on experience with Ivanti and/or KACE for OS and application patching

• Experience managing configuration drift, remediation workflows, deployment failures, and rollback

• Experience validating patches post-deployment and supporting rollback/recovery

• Experience coordinating Intune/GPO-based patch orchestration for Windows endpoints

• Experience configuring Windows Event Logs, macOS Unified Logs, application logs, and endpoint logging agents

• Experience forwarding and validating logs to SIEM/EDR platforms such as Microsoft Sentinel or equivalent

• Experience implementing monitoring for patch status, enrollment status, image deployment status, and compliance posture

• Experience supporting forensic collection, artifact preservation, and audit readiness