Service Desk Engineer

This is a fully remote position, open to applicants in Washington.

📋 Description

• Develop, construct, sustain, and secure standardized workstation images for both Windows and macOS to facilitate on-site, remote, and VDI access.

• Design endpoint baselines and technical controls aimed at minimizing the risks of unauthorized discovery, lateral movement, misuse of credentials, persistence, and evasion of defense mechanisms.

• Take ownership of the engineering design and lifecycle maintenance for imaging, patching, automation, validation, rollback, and release management.

• Oversee OS and application patching, version control, and deployment workflows utilizing approved enterprise tools such as Ivanti, KACE, Intune, GPO, JAMF, or similar.

• Engineer and manage logging, telemetry, monitoring, and auditing capabilities to monitor endpoint activities, enrollment, user authentication, network access, and compliance status.

• Create and implement validation testing following imaging or significant patch cycles to ensure endpoint functionality, security agent integrity, authentication, and VDI connectivity.

• Assist in the evaluation, recommendation, implementation, and validation processes by generating Findings Reports, Remediation Plans, Validation Reports, and change documentation.

• Develop and maintain runbooks, technical standards, deployment processes, rollback methods, and engineering documentation for Service Desk and IRM teams.

• Provide support for engineering escalations that arise from complex incidents related to Endpoint, imaging, patching, telemetry, and device management.

⛳️ Requirements

• A Bachelor’s degree in IT, Cybersecurity, or a related field is preferred; equivalent experience is acceptable.

• An active or interim Top Secret security clearance is required.

• A minimum of 8 years of experience in IT, Endpoint Engineering, or Cybersecurity.

• At least 6 years of experience performing engineering functions within enterprise environments.

• Proficient in working under formal change control, audit, and security governance processes.

• Experience in creating and maintaining Windows and macOS workstation images.

• Familiarity with image automation, image validation, rollback procedures, and version control.

• Experience integrating workstation images with VDI, EDR, authentication mechanisms, and logging agents.

• Skilled in maintaining imaging toolchains and automation scripts using Ivanti, KACE, JAMF, or equivalent tools.

• Knowledge of formal image-release processes, including build, testing, signoff, and release.

• Practical experience with Ivanti and/or KACE for OS and application patching.

• Experience handling configuration drift, remediation workflows, deployment failures, and rollback procedures.

• Proficient in validating patches post-deployment and providing support for rollback/recovery.

• Experience coordinating Intune/GPO-based patch orchestration for Windows endpoints.

• Skilled in configuring Windows Event Logs, macOS Unified Logs, application logs, and endpoint logging agents.

• Familiarity with 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.

• Support experience for forensic collection, artifact preservation, and audit readiness.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements