Sr. Endpoint Support (Desktop) Engineer (remote CST timezone)

This role will serve as a senior escalation point for complex endpoint support issues while partnering closely with the Desktop Support team to resolve technical challenges and mentor junior technicians. Responsibilities:

• Serve as the Tier 3 escalation point for complex desktop and endpoint support issues.
• Troubleshoot and resolve advanced Windows desktop, Microsoft 365, and endpoint management issues.
• Provide technical leadership and mentorship to Desktop Support engineers, assisting with escalated incidents and knowledge transfer.
• Support and administer Microsoft endpoint technologies including Microsoft 365, Active Directory, Intune, Windows Autopilot, and Microsoft Entra ID.
• Manage endpoint provisioning, configuration, deployment, and lifecycle management.
• Assist with endpoint security, device compliance, software deployments, and policy management.
• Work collaboratively with infrastructure, security, and application teams to resolve cross-functional issues.
• Document technical solutions, standard operating procedures, and best practices.

• 5 - 8+ years of Desktop Support, Endpoint Support, or Desktop Engineering experience.
• Experience supporting enterprise Microsoft Windows environments.
• Strong knowledge of:

• Microsoft 365 (O365)
• Active Directory
• Microsoft Intune
• Windows Autopilot
• Endpoint Management

• Experience troubleshooting complex desktop, hardware, software, and endpoint issues.
• Excellent customer service, communication, and interpersonal skills.
• Experience mentoring or supporting junior technicians and acting as an escalation resource.
• Ability to work independently in a remote environment while supporting Central Time business hours.

At Connection, our purpose is simple: we connect people with technology. From hardware-PCs, printers, servers, and more-to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. Back in 1982, we started out with two employees and a phone line. Today, Connection is a Fortune 1000 IT solutions partner operating in 174 countries around the world-still driven by that startup mentality and guided by our original purpose. We'd love for you to join us and make your mark on the future of technology. https://www.connection.com