Service Desk Engineer (Remote)

Responsibilities

Design, build, maintain, and secure standardized workstation images for Windows and macOS supporting on-site, remote, and VDI access. Engineer endpoint baselines and technical controls that reduce risk of unauthorized discovery, lateral movement, malicious credential use, persistence, and defense evasion. Own engineering design and lifecycle maintenance for imaging, patching, automation, validation, rollback, and release management. Maintain OS and application patching, version control, and deployment workflows using approved enterprise tools such as Ivanti, KACE, Intune, GPO, JAMF, or equivalent. Engineer and maintain logging, telemetry, monitoring, and audit capabilities to track endpoint activity, enrollment, user authentication, network access, and compliance posture. Develop and execute validation testing after imaging or major patch cycles to confirm endpoint functionality, security agent health, authentication, and VDI connectivity. Support the assessment, recommendation, implementation, validation workflow by producing Findings Reports, Remediation Plans, Validation Reports, and change documentation. Create and maintain runbooks, technical standards, deployment procedures, rollback procedures, and engineering documentation for Service Desk and IRM teams. Support engineering escalations arising from complex Endpoint, image, patching, telemetry, and device-management incidents.

Qualifications

Core Qualifications: Bachelor’s degree in IT, Cybersecurity, or related field preferred; equivalent experience acceptable Must possess an active or interim Top Secret security clearance 8+ years of experience in IT, Endpoint Engineering, or Cybersecurity 6+ years of experience performing engineering functions in enterprise environments Experience working under formal change control, audit, and security governance processes Additional Qualifications: Experience building and maintaining Windows and macOS workstation images Experience with image automation, image validation, rollback, and version control Experience integrating workstation images with VDI, EDR, authentication mechanisms, and logging agents Experience maintaining imaging toolchains and automation scripts using Ivanti, KACE, JAMF, or equivalent Experience with formal image-release processes including build, test, signoff, and release Hands-on experience with Ivanti and/or KACE for OS and application patching Experience managing configuration drift, remediation workflows, deployment failures, and rollback Experience validating patches post-deployment and supporting rollback/recovery Experience coordinating Intune/GPO-based patch orchestration for Windows endpoints Experience configuring Windows Event Logs, macOS Unified Logs, application logs, and endpoint logging agents Experience forwarding and validating logs to SIEM/EDR platforms such as Microsoft Sentinel or equivalent Experience implementing monitoring for patch status, enrollment status, image deployment status, and compliance posture Experience supporting forensic collection, artifact preservation, and audit readiness