Technical Support Engineer II​/Desktop Support

Responsibilities

• Deliver advanced troubleshooting for corporate users, including white-glove support for C‑suite executives and acting as an escalation point for Level 1 support.
• Build and deploy system images and application packages for macOS and Windows.
• Manage antivirus tools, perform threat assessments, and perform remediation.
• Conduct security audits and vulnerability scans.
• Administer user accounts in Active Directory and Exchange.
• Support onboarding and offboarding, including account setup, access provisioning, and hardware management.
• Collaborate with infrastructure, networking, and security teams to resolve cross‑functional issues.
• Track and manage IT assets, including hardware inventory and software licensing.
• Manage service tickets with timely updates and ensure SLA compliance.
• Maintain documentation for workstation architecture and support process.
• Research and evaluate software and system tools.
• Contribute to special projects and perform additional duties as needed.

• Degree in a related field or equivalent experience; certifications (e.g., CompTIA A+, JAMF, ACSP) preferred.
• 3+ years of Tier 2 desktop support experience across macOS and Windows environments.
• Strong troubleshooting skills for hardware, software, and peripherals.
• Familiar with IT security practices such as virus remediation, phishing response, and firewall systems.
• Experience with endpoint security, software management, and system planning.
• Hands‑on experience designing and implementing computing systems and applications.
• Proven ability to deliver executive‑level IT support.
• Proficient with ITSM tools in SLA‑driven environments.
• Experience with software packaging and deployment tools (e.g., JAMF, Intune).
• Strong process improvement mindset for hardware lifecycle and support workflows.
• Solid understanding of network fundamentals, including DNS, DHCP, and VPN troubleshooting.
• Skilled in documentation and user training, including maintaining knowledge bases and onboarding support.
• Effective under pressure with strong project management and prioritization skills.
• Excellent communication and cross‑functional collaboration with infrastructure, networking, and security teams.

RE/MAX Holdings, Inc. is proud to be an equal opportunity employer committed to diversity and inclusion, as well as non‑discrimination in employment. All persons shall be afforded equal employment opportunity, and all qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, veteran status, disability unrelated to performing the essential task of the job or other legally protected categories.

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