Desktop Support Engineer II

Engineer will provide onsite end-user support across three phases of the Bird to Black & Veatch (BV) IT migration. You will work directly with users to ensure a smooth transition to new BV devices, credentials, and enterprise applications, serving as the primary point of contact for migration-related issues on the ground.

Engagement Phases

• User Readiness: Support users receiving new BV laptops ahead of cutover
• Cutover Weekend: Provide onsite hands-and-feet support during migration execution
• Hypercare: Support users post-cutover with onboarding, application, login, and connectivity issues, * Provide onsite support across User Readiness, Cutover, and Hypercare phases of the Bird to BV migration
• Set up and configure new BV laptops, docking stations, monitors, keyboards, and peripherals
• Assist users with first-time BV login, new credentials, and temporary password setup
• Configure and troubleshoot Microsoft Authenticator / MFA setup
• Validate access to Outlook, Teams, OneDrive, and SharePoint
• Support printer setup, print validation, and scan-to-email testing
• Troubleshoot WiFi, VPN, and network connectivity issues
• Validate device-based applications and support AVD / Windows App access
• Coordinate with remote technical bridge teams and SMEs for issue resolution
• Capture screenshots and logs for escalation; update user readiness trackers and provide daily status updates
• Provide white-glove support to executive and VIP users during onboarding and hypercare
• Escalate unresolved issues to IAM, M365, Network, EUC, Application, or AVD teams as required
• Work extended hours or weekends during cutover activities as required
• Maintain professional communication with customer, migration, and leadership teams

Do you have experience in Windows?, Do you have a Associate’s degree?, * Windows 10 / Windows 11 support

• Microsoft 365 - Outlook, Teams, OneDrive
• MFA / Microsoft Authenticator configuration
• Laptop deployment and endpoint troubleshooting
• Printer and peripheral troubleshooting
• Basic networking and WiFi troubleshooting
• Enterprise migration or hypercare support experience
• Strong customer-facing communication skill

Job Types: Contract, Temporary

Application Question(s):

• Willingness to undergo background verification and drug test

Education:

• Associate (Preferred)

Experience:

• Data migration: 3 years (Required)
• Desktop support: 3 years (Required)
• Active Directory: 3 years (Required)