WHAT DOES A DESKTOP ENGINEER DO?
Updated: Mai 21, 2025 - The Desktop Engineer identifies and resolves endpoint challenges by analyzing data and providing technical solutions for critical applications and hardware components. Builds scalable data pipelines, integrates APIs, and supports the development of self-remediation strategies to enhance system efficiency. Collaborates across teams to address business problems and leverages complex data to drive informed decision-making.
A Review of Professional Skills and Functions for Desktop Engineer
1. Desktop Engineer Duties
- Automation: Prepare and support automated application packaging and delivery techniques
- Infrastructure Management: Assist with infrastructure, security, and network and product engineering
- IT Onboarding: Complete new employee computer and login setup
- Remote Platforms Development: Contribute to the development of remote platforms for each office
- Windows Administration: Manage the Windows environment across the physical and virtual computing landscape
- Technical Support: Provide in-house technical support for users of the manual healthcare environment
- Issue Resolution: Assess user issues and assist with developing and implementing solutions
- Incident Management: Handle customer calls and incident tickets for workstations, laptops, notebooks, peripherals, and other computer-related devices
- Desktop Support: Provide day-to-day technical support to internal desktop systems, software, and hardware
- User Setup Management: Create and manage user setup and PC updates
- Help Desk Operations: Work with the help desk ticketing system to open, update, and close tickets in a timely and complete manner
2. Desktop Engineer Details
- Help Desk Support: Provide Help Desk coverage
- Ticket Management: Respond to and log incoming inquiries, independently triage tickets to appropriate support groups
- Troubleshooting: Troubleshoot to resolve incidents and requests with varying degrees of technical complexity
- Technology Coordination: Responsible for coordination and execution of technology moves associated with office reorganizations and/or individual staff moves
- Multi-location Support: Provide support for staff across multiple locations on a rotational basis as well as a large number of mobile users
- On-call Support: Participate in an on-call rotation for after-hours support
- Infrastructure Support: May be required to work off hours for planned and unplanned events related to infrastructure support
- Project Management: Participate and/or lead small to mid-sized internal technical projects following project management methodologies
- Device Deployment: Install, configure, and deploy computers, peripherals, and mobile devices across all WFAA and campus locations
- Image Management: Create, test, and deploy computer images using Windows Deployment Server (WDS) or other deployment tools
- Device Management: Manage a fleet of multi-functional devices across all WFAA locations
- Software Deployment: Perform application installs and upgrades through manual processes and/or use of pre-defined install packages through automation tools
- Administrative Support: Perform administrative functions for asset management, remote assistance, and multi-functional device tools
3. Desktop Engineer Responsibilities
- Hardware Support: Handling issues/requests related to HP Laptops, Desktops, and printers
- IT Onboarding: Handling onboarding and exit-related formalities from an IT perspective
- Asset Disposal: Coordinate disposal of assets, wipe out data from laptops/desktops
- VIP Support: Handling issues/requests from the VIP category of customers
- Security Support: Handling virus/malware-related issues
- Asset Management: Maintain inventory of all company technology assets
- Patch Management: Create, test, and deploy Windows patches using Windows Server Update Services (WSUS)
- Security Updates: Research and deploy security updates for various applications based on vulnerability assessments
- Forensics: Utilize security-based tools and processes to conduct forensics on workstations in the event of a security incident
- Technical Training: Deliver technical training to new hires and/or existing staff on various technologies available at WFAA
- Technical Communication: Create technical communication in the form of intranet posts, knowledgebase articles, and emails
4. Desktop Engineer Accountabilities
- O365 Management: Ensure proper deployment, management, support, and training of existing and new O365 service offerings
- O365 Releases: Review O365 new releases to determine whether they would benefit RE/MAX and implement
- O365 Administration: Administer the O365 Portal and monitor for alerts, status, etc., from Microsoft
- Data Retention: Enforce and support data retention policies (DRP) while ensuring the availability of data for supporting e-Discovery requirements
- Workstation Solutions: Design, engineer, and deploy new workstation solutions and enhancements
- Technical Troubleshooting: Deliver advanced technical troubleshooting and problem-solving solutions for corporate customers
- System Imaging: Build and perform system images and application packages for Windows 10 systems
- Anti-virus Management: Responsible for anti-virus software management, threat assessment, and remediation using CarbonBlack
- Maintenance & Troubleshooting: Perform advanced maintenance and troubleshooting
- Endpoint Encryption: Provide support and expertise for endpoint encryption efforts using BitLocker
- System Improvement: Gauge the effectiveness and efficiency of existing systems, develop and implement strategies for improvements
- 24x7 Support: Provide 24x7 support and problem resolution for infrastructure and operational issues
5. Desktop Engineer Overview
- Automation Solutions: Partner with EUTS teams to identify, explore, and execute automated solutions to technical problems
- Education & Training: Educate Product Owners and leaders about endpoint pain points caused by critical applications and hardware components
- API Integration: Connect and display key data points through the use of application programming interfaces
- Data Analysis: Analyze data using desktop expertise to pinpoint and solve the biggest business problems
- Data Pipeline Development: Develop and maintain scalable data pipelines and build out integrations to support continuing increases in data volume and complexity
- Self-remediation Strategy: Help develop and execute endpoint self-remediation strategy
- Problem-solving Communication: Communicate with several different roles to successfully identify and implement technical solutions
- Business Decision Support: Use complex data to support business decisions, demonstrating collaborative, creative, and conceptual thinking