Desktop Support Engineer

About the role

The Desktop Support Engineer is a regional position reporting to the Global IT Director. You will be the front‑line of the IT experience for Orion Health and its sister companies in the HEALWELL.ai Group, ensuring end‑user devices are secure, available, and easy to use.

Key responsibilities

• Provide first‑line support for hardware, software, identity and connectivity issues across macOS, Windows, iOS and Android.
• Administer user lifecycle in Entra ID and Active Directory, including SSO, MFA, conditional access and group entitlements.
• Provision, configure and retire devices via MDM platforms (JAMF for macOS, ManageEngine for Windows) and maintain compliance policies.
• Deliver day‑one onboarding experiences and manage off‑boarding, ensuring timely revocation of access and hardware recovery.
• Create and maintain runbooks, how‑to articles and internal procedures for the IT knowledge base.
• Support local office networking, Wi‑Fi, ISP escalations and collaborate with the network team for broader issues.
• Maintain accurate hardware and software inventory throughout the device lifecycle.
• Support meeting‑room AV systems and remote‑collaboration tools to enable reliable hybrid meetings.

Required profile

• Customer‑first mindset with strong empathy and patience.
• Excellent communication skills and ability to explain technical concepts to non‑technical users.
• Detail‑oriented, proactive and able to work independently as well as part of a global team.
• Commitment to continuous improvement, automation and documentation.

Required skills

• macOS, Windows, iOS and Android device support.
• Entra ID (Azure AD) and Active Directory administration.
• Single Sign‑On (SSO), Multi‑Factor Authentication (MFA) and conditional access.
• JAMF (macOS MDM) and ManageEngine (Windows MDM) platforms.
• Patch management, configuration profiles and compliance policy enforcement.
• Basic networking knowledge for Wi‑Fi and ISP troubleshooting.
• Meeting‑room AV and remote‑collaboration tooling support.
• Asset management and inventory tracking.