Desktop Service Engineer L1

MV Transportation is seeking an Desktop Service Engineer to provide advanced end-user support and endpoint operations while delivering an enhanced user experience. This role serves as a Tier 2/Tier 3 escalation point beyond frontline Service Desk support. The position must be equally comfortable troubleshooting complex issues, performing hands-on break/fix work, configuring devices, supporting conference room technology, and driving endpoint initiatives. 

This role is built for someone who takes ownership. The successful candidate is resilient, adaptable, curious, and willing to step into difficult or unfamiliar work without waiting for someone else to solve it. Technical skills can be developed; customer service, accountability, sound judgment, professionalism, and the willingness to see work through are essential. 

What Success Looks Like:

• Customers feel supported, informed, and confident that their issue is being owned.
• Escalated problems are driven to resolution rather than passed from team to team.
• Recurring endpoint issues are recognized, investigated, documented, and reduced over time.
• Workstations and managed mobile devices remain supportable, compliant, patched, accurately tracked, and aligned with business needs.
• Leaders can delegate complicated technical, project, or vendor-facing work and trust that it will be driven forward without constant supervision.
• The Desktop Service Engineer is willing to learn unfamiliar technologies, take on new responsibilities, and grow with the needs of End User Services.

Work Environment and Expectations:

This is a service-oriented technology role in a geographically distributed operating environment. Priorities can change quickly, and the position may require a combination of remote support, hands-on support, queue work, project work, vendor coordination, travel, and after-hours participation. The role requires sound judgment, flexibility, professionalism, collaboration, and a willingness to support the broader needs of the business and End User Services team. 

Responsibilities: 

• Deliver Tier 2 and Tier 3 support for escalations from the Service Desk and other internal teams, and participate in the shared End User Services support queue to improve resolution speed and customer experience.
• Own assigned incidents and requests through resolution, coordinating with users, internal teams, and external vendors rather than simply transferring problems elsewhere.
• Maintain accurate and timely ticket documentation, customer communication, status updates, and follow-up throughout the lifecycle of assigned incidents and requests.
• Provide high-touch support to employees at all levels of the organization, including executives and other high-impact users.
• Manage workstation and endpoint lifecycle activities, including asset management, inventory accuracy, assignment and recovery, deployment, refresh, break/fix, warranty repair, retirement, and disposal coordination.
• Create, maintain, test, and improve standard workstation builds, endpoint configurations, configuration policies, software packages, and performance standards; evaluate user needs and work with vendors such as Dell on endpoint requirements and complex technical issues.
• Manage operating system and third-party software patching, endpoint compliance, device health, remediation, and follow-up for endpoints that fail established requirements.
• Investigate endpoint health and performance issues, identify root causes and recurring trends, and drive corrective actions.
• Identify recurring incidents and systemic issues, perform root-cause analysis, and work with appropriate teams to implement permanent corrective actions.
• Configure and support tablets used and administer the associated mobile device management environment, including enrollment, configuration, application deployment, compliance, and remediation.
• Support Microsoft 365 administration and endpoint management activities using platforms such as Microsoft Intune, NinjaOne, SOTI MobiControl, and Freshservice.
• Provide Tier 2 troubleshooting for network connectivity, client VPN, printing, peripherals, and related endpoint issues beyond frontline Service Desk capabilities before engaging Networking or Infrastructure for deeper platform-level support.
• Support conference room technology and collaboration systems, including advanced troubleshooting and coordination with vendors or other IT teams when required.
• Partner actively with Information Security on endpoint findings, vulnerabilities, compliance issues, and remediation activities.
• Participate in formal IT change management and change control activities, including planning, documenting, testing, implementing, validating, and communicating endpoint-related changes as appropriate.
• Work directly with hardware, software, and service vendors to resolve complex issues, evaluate solutions, and help manage ongoing technical relationships.
• Partner with Service Desk, Infrastructure, Security, Networking, Applications, and other technology teams to resolve issues and improve the end-to-end support experience.
• Provide technical guidance and knowledge transfer to Service Desk personnel, including documenting resolutions and identifying issues that can be shifted to frontline support through improved documentation, tooling, or training.
• Create and maintain technical documentation, knowledge articles, support procedures, configuration standards, and other operational documentation.
• Actively contribute to process improvement by identifying recurring problems, support gaps, unnecessary manual work, and opportunities for standardization, scripting, or automation where practical. Prior scripting experience is not required.
• Plan and execute endpoint-related deployments, refresh activities, technology rollouts, pilots, and other End User Services projects, including testing, communication, implementation, and post-deployment support.
• Take ownership of projects or complex assignments delegated by End User Services leadership and drive them to completion with appropriate communication and follow-through.
• Support organizational goals and contribute to the strategic and tactical direction of End User Services and IT service management practices.
• Use privileged and administrative access responsibly and in accordance with MV IT security policies, standards, and established procedures.
• Participate in the MV IT on-call rotation and provide after-hours support when required.
• Travel up to 25% to company locations, meetings, deployments, or other business needs.
• Perform other duties, projects, and responsibilities as assigned based on changing business, technology, and operational needs.

Required Qualifications: 

• Demonstrated commitment to customer service with the ability to remain professional, patient, responsive, and solution-focused during difficult or high-pressure situations.
• Strong written and verbal communication skills and the ability to present technical information in clear, user-friendly language.
• Strong ownership and accountability with a demonstrated willingness to take responsibility for problems and follow them through to completion.
• Resilience, adaptability, initiative, and the ability to work effectively as priorities and business needs change.
• Strong troubleshooting and analytical ability with sound judgment about when to continue investigating, escalate, or engage another team or vendor.
• Ability to effectively prioritize and execute multiple tasks in a high-pressure, team-oriented environment.
• At least two years of experience in IT support, endpoint support, desktop support, or a comparable technical support environment, or equivalent practical experience demonstrating readiness for Tier 2/Tier 3 responsibilities.
• Working knowledge of Windows endpoints, common enterprise applications, hardware, peripherals, network connectivity, and endpoint support concepts.
• Ability and willingness to participate in an on-call rotation and travel up to 25%.
• Ability to perform the essential functions of the position, with reasonable accommodation where applicable.

Preferred Experience 

• Experience providing advanced desktop, endpoint, or end-user computing support in a multi-site or enterprise environment.
• Experience with endpoint and mobile device management platforms such as Microsoft Intune, NinjaOne, or SOTI MobiControl.
• Experience with the Microsoft 365 administration stack and related end-user technologies.
• Experience with Freshservice or another IT service management and asset management platform.
• Experience managing Windows endpoints, including configuration, software deployment, patching, compliance, remediation, and troubleshooting.
• Experience supporting tablets and mobile devices, including enrollment, application delivery, configuration, and troubleshooting.
• Experience with workstation hardware, Dell systems or equivalent enterprise hardware, peripherals, warranty support, and vendor escalation.
• Experience supporting client VPN, network connectivity, printing technologies, and conference room or collaboration systems.
• Experience supporting executives or other high-touch customers.
• Experience working with external technology vendors and coordinating difficult technical issues through resolution.
• Formal technical education, degrees, and certifications are welcome but are not required. Demonstrated capability, customer service, ownership, and practical experience are valued more heavily.

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

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