The Role
The Desktop Engineer will deliver end-user support for L1 and L2 issues, manage imaging solutions, ensure security, and enhance service delivery while collaborating across teams.
Summary Generated by Built In
Desktop & Imaging Solutions Engineer
We're seeking a highly skilled and self-motivated Desktop Engineer to play a pivotal role in our IT operations. This is a hybrid role based in Melville, NY, with a critical focus on remote imaging solutions, while also serving as a key resource in end-user support and service delivery.
This role combines Level 1 (L1) end-user support via Jira Service Management (JSM) tickets with Level 2 (L2) technical escalation support, ensuring a seamless, high-quality support experience for our global workforce. You will be equally comfortable managing frontline user requests as you are solving complex technical issues.
In this hardware-centric role, you'll be the expert behind our imaging solutions, from building and deploying new images to ensuring software security and optimal functionality across our enterprise. You'll also play a critical role in triaging, resolving, and escalating service requests, ensuring timely resolution and excellent user satisfaction.
What You'll Do:Deliver End-User Support Excellence (L1 & L2):
Compensation:
$75,000 - $85,000 USD, commensurate with experience.
We're seeking a highly skilled and self-motivated Desktop Engineer to play a pivotal role in our IT operations. This is a hybrid role based in Melville, NY, with a critical focus on remote imaging solutions, while also serving as a key resource in end-user support and service delivery.
This role combines Level 1 (L1) end-user support via Jira Service Management (JSM) tickets with Level 2 (L2) technical escalation support, ensuring a seamless, high-quality support experience for our global workforce. You will be equally comfortable managing frontline user requests as you are solving complex technical issues.
In this hardware-centric role, you'll be the expert behind our imaging solutions, from building and deploying new images to ensuring software security and optimal functionality across our enterprise. You'll also play a critical role in triaging, resolving, and escalating service requests, ensuring timely resolution and excellent user satisfaction.
What You'll Do:Deliver End-User Support Excellence (L1 & L2):
- Serve as a primary point of contact for L1 end-user support via Jira Service Management (JSM), handling ticket intake, triage, and resolution.
- Provide prompt, professional, and customer-focused support for hardware, software, and access-related issues.
- Resolve L1 issues independently and escalate more complex problems appropriately, while maintaining ownership through resolution.
- Deliver Level 2 support for escalated issues, including in-depth troubleshooting across desktops, laptops, mobile devices, printers, and applications.
- Ensure adherence to SLAs and ticket quality standards, including proper documentation, categorization, and communication.
- Lead the creation, maintenance, and deployment of primary images from bare metal as new hardware models emerge.
- Ensure secure, standardized, and efficient software distribution across the organization.
- Diagnose and resolve issues using advanced remote support tools and techniques, minimizing downtime for remote employees.
- Support a distributed workforce with a strong focus on first-contact resolution where possible.
- Act as a trusted escalation point for complex technical issues beyond L1 capabilities.
- Partner with other IT teams to resolve cross-functional issues efficiently.
- Respond to alerts from SIEM and endpoint protection platforms.
- Assist in endpoint hardening, patching, and vulnerability remediation.
- Identify trends in ticket volume and recurring issues and recommend improvements to reduce incidents.
- Continuously improve support workflows, automation opportunities, and knowledge base content.
- Track and update all incidents and service requests in Jira Service Management.
- Maintain accurate documentation, asset inventory, and system records.
- Provide support for Office 365 applications, including CoPilot, Entra and Intune.
- Manage user accounts, permissions, and access requests (Active Directory experience required)
- Develop and maintain end-user documentation and self-service knowledge articles.
- Work effectively under pressure in a fast-paced environment.
- Collaborate across IT and business teams.
- Provide occasional after-hours support when required.
- 5+ years of progressive experience across desktop support, end-user support (L1), and advanced troubleshooting (L2).
- Proven ability to manage high-volume ticket queues in a structured ITSM platform (JSM or similar).
- Strong experience balancing user-facing support responsibilities with backend engineering tasks.
- Proven expertise in remote imaging tools (e.g., AutiPilot, MECM/SCCM, Ivanti, SmartDeploy).
- Strong knowledge of Office 365 administration, including Intune, Entra and Exchange.
- Strong knowledge of Active Directory
- Solid understanding of Windows 11 deployment and management.
- Experience with:
- Software distribution and patch management
- Endpoint security tools
- Remote support technologies
- Strong working knowledge of ITIL-based service delivery principles (incident, request, escalation management).
- Excellent communication skills, with a focus on clarity and user experience.
- A customer-first mindset with strong problem-solving and multitasking abilities.
- Ability to operate effectively in a hybrid support model (L1 + L2).
- Experience with AWS Workspaces / Virtual Desktop is a plus.
- CompTIA A+ preferred.
This position blends hands-on engineering (imaging, endpoint management) with direct end-user engagement, offering a unique opportunity to shape both technical solutions and the user support experience.
Compensation:
$75,000 - $85,000 USD, commensurate with experience.
Skills Required
- 5+ years of progressive experience across desktop support, end-user support (L1), and advanced troubleshooting (L2)
- Proven ability to manage high-volume ticket queues in a structured ITSM platform (JSM or similar)
- Strong experience balancing user-facing support responsibilities with backend engineering tasks
- Proven expertise in remote imaging tools (e.g., AutiPilot, MECM/SCCM, Ivanti, SmartDeploy)
- Strong knowledge of Office 365 administration, including Intune, Entra and Exchange
- Strong knowledge of Active Directory
- Solid understanding of Windows 11 deployment and management
- Experience with software distribution and patch management
- Experience with endpoint security tools
- Experience with remote support technologies
- Strong working knowledge of ITIL-based service delivery principles (incident, request, escalation management)
- Excellent communication skills, with a focus on clarity and user experience
- A customer-first mindset with strong problem-solving and multitasking abilities
- Ability to operate effectively in a hybrid support model (L1 + L2)
- Experience with AWS Workspaces / Virtual Desktop is a plus
- CompTIA A+ preferred
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The Company
What We Do
As the worldwide leader in crew accommodation solutions for over 35 years, API uses proprietary technology, unique software solutions, and our highly experienced team to make sure over 20,000 crew members from more than 90 airlines rest comfortably every night. API’s end-to-end technology platform will transform the way airlines manage crew travel. o Mobile platform, MyCrewCare o Sourcing & Contracting o Crew Planning o Daily Operations & IROPS o Distressed Passenger o Billing & Reconciliation o Business Analytics Offering global support with 24 locations worldwide & Operations Centers in New York, Hong Kong, London and Sao Paolo –making API the only accommodation partner with global teams ready and able to assist 24/7. Visit www.apiglobalsolutions.com to learn more or send us a LinkedIn message!
