IT Desktop Engineer

Lumentum•Greensboro, NC

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Job Title: IT Helpdesk Engineer Department: Information Technology Reports To: IT Service Desk Manager / IT Operations Manager The IT Helpdesk Engineer is responsible for delivering high-quality technical support to end users while ensuring operational stability, security compliance, and service excellence. This role serves as the frontline of IT operations, resolving incidents, fulfilling service requests, and escalating complex issues appropriately. The ideal candidate combines strong technical troubleshooting skills with customer service excellence, process discipline, and a proactive approach to continuous improvement.

Requirements

2–5 years of experience in IT support or service desk operations
Strong troubleshooting skills across Windows and/or macOS environments
Experience with Microsoft 365 and Active Directory / Entra ID
Familiarity with endpoint management tools
Understanding of networking fundamentals (DNS, DHCP, TCP/IP)

Nice To Haves

ITIL Foundation certification
Network+, or Security+ certification
Experience supporting hybrid or cloud-first environments
Familiarity with automation tools or scripting (PowerShell preferred)
Experience with enterprise ticketing systems (ServiceNow, Jira, Freshservice, etc.)
Strong customer service mindset
Clear written and verbal communication
Structured problem-solving skills
Ability to prioritize in a fast-paced environment
Attention to security and compliance requirements
Collaborative team player with a proactive attitude

Responsibilities

End-User Support Provide Level 1 / Level 2 technical support for hardware, software, and network-related issues
Troubleshoot Windows, macOS, mobile devices, and peripheral equipment
Support Microsoft 365, collaboration platforms, and enterprise applications
Diagnose and resolve remote access and VPN issues
Deliver both remote and on-site support as required
Incident & Service Request Management Log, track, and resolve tickets in accordance with SLA targets
Follow ITIL-based incident, request, and problem management processes
Escalate complex issues to appropriate technical teams
Document resolutions clearly in the ticketing system
Security & Compliance Enforce cybersecurity policies including MFA, endpoint protection, and patching standards
Support identity and access management (user provisioning, role-based access)
Assist with device encryption and compliance controls
Report and escalate potential security incidents
Infrastructure & Device Management Provision laptops, desktops, and mobile devices
Maintain asset inventory and lifecycle tracking
Assist with software deployment and patch management
Continuous Improvement Contribute to knowledge base documentation
Identify recurring issues and recommend automation or process improvements
Support IT projects such as system upgrades, migrations, and rollouts
Promote self-service capabilities and end-user enablement