Lead Desktop Engineer

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!

IT Desktop Engineer Profile

Professional Summary

Results-driven Senior IT Desktop Engineer with expertise in administering Windows-based applications, Microsoft Exchange/Office 365, and Active Directory environments. Skilled in desktop management, troubleshooting hardware/software issues, and implementing networking principles such as DNS, WINS, and DHCP. Experienced in applying ITIL best practices to streamline incident, problem, and change management processes, ensuring efficient IT service delivery and continuous improvement. Recognized for strong analytical skills, problem-solving abilities, and professional communication that builds trust with stakeholders across organizations.

Key Responsibilities for a Lead Desktop Engineer

• Administer Windows-based applications, applying core IT principles, theories, and concepts.
• Manage Microsoft Exchange and Office 365 applications, ensuring smooth collaboration and communication.
• Provide remote access support and Active Directory domain administration, including user/policy account creation, permissions allocation, and file/print share setup.
• Oversee user desktop management, including imaging, troubleshooting, and resolving hardware/software issues.
• Apply working knowledge of networking fundamentals (DNS, WINS, DHCP) to maintain system stability.
• Implement ITIL-aligned processes for incident response, service requests, and change management to improve IT operations.
• Deliver responsive IT support and ensure compliance with organizational policies and standards.

Qualifications

• Associate degree in Computer Science or related field preferred, with 4–5 years of IT experience focused on desktop support and management (or equivalent combination of education and experience).
• Knowledge and practical application of ITIL framework for service management and operational excellence.
• Ability to work flexible hours, including off-hours support when required.
• Strong multitasking skills with the capacity to manage concurrent projects effectively.
• Professional communication and presentation skills to represent the company with external agencies, partners, and customers.
• Successfully cleared background and drug screening requirements.

Core Competencies

• Logical and analytical thinking with strong research capabilities.
• Skilled in identifying challenges and implementing effective solutions.
• Proficient in problem-solving under pressure and tight deadlines.
• Solid computer skills with exposure to programming techniques through training.
• Excellent oral and written communication abilities.
• Strong capacity for analysis and structured decision-making.
• ITIL knowledge in incident, problem, and change management to enhance IT service delivery.

Key skills/competency

• Windows Administration
• Microsoft Office 365
• Active Directory
• Desktop Management
• Troubleshooting Hardware/Software
• Networking (DNS, WINS, DHCP)
• ITIL Framework
• Incident Management
• Problem Solving
• Remote Support