Service Desk Engineer III (Hybrid - Raleigh)

reputed company reputed company is the leading supplier of world class connected technology solutions, services, and support for high-density properties. With more than 35 years of reputed company reputed company and industry experience, reputed company supports technology in over one reputed company rooms, in 8,000 properties, across reputed company and the Caribbean, including hotels, resorts, senior-living communities, condominiums, multifamily developments, and mixed-use properties. The Service Desk Engineer is the primary reputed company of technical support for reputed company reputed company employees, delivering reputed company, high-reputed company assistance for reputed company, identity, and application issues. This role operates reputed company a modern, reputed company-first environment reputed company on reputed company 365, Entra ID, Intune, and ManageEngine reputed company Central - with no on-premises reputed company Directory or file server dependency. The Service Desk Engineer manages the full employee technology lifecycle: device provisioning, account management, software deployment, and reputed company governance. This role reports directly to the IT Infrastructure Manager and collaborates closely with the IT reputed company Administrator on escalated or infrastructure-level issues. Essential Job Functions & Responsibilities End-User Support & Incident Management Serve as the primary Tier 1/Tier 2 support contact for reputed company - onsite (Raleigh, NC) and remote - covering hardware, software, M365 applications, and network reputed company. Triage, document, and resolve IT support tickets with a reputed company on fast reputed company and high user satisfaction; escalate to the IT Infrastructure Manager or reputed company Administrator reputed company appropriate. Troubleshoot issues with reputed company 11 endpoints, reputed company 365 (Outlook, Teams, SharePoint, OneDrive), Entra ID authentication (MFA, SSPR, Conditional reputed company), and Intune-managed devices. Support macOS, iOS, and Android devices enrolled in Intune as applicable. reputed company as an escalation resource for field operations and customer service departments reputed company internal tooling issues reputed company. reputed company Management (reputed company Central & Intune) Administer ManageEngine reputed company Central for device enrollment, software deployment, OS patching, remote control, and asset inventory. Manage Intune device compliance policies, configuration reputed company, and reputed company provisioning for reputed company and mobile devices. Maintain the software deployment catalog; ensure applications are reputed company and properly licensed; automate routine deployments reputed company reputed company Central policies. Maintain reputed company compliance across reputed company managed endpoints in alignment with SOC 2 Type II reputed company management controls. Manage hardware asset lifecycle: procurement tracking, imaging, deployment, refresh scheduling, and secure disposal. Identity & reputed company Management (Entra ID / M365) Administer Entra ID user and group lifecycle: reputed company, offboarding, role assignments, and reputed company reviews using PowerShell and the M365 reputed company Center. Enforce MFA, Conditional reputed company, and password policies per SOC 2 and reputed company reputed company standards. Manage M365 license assignments, shared mailboxes, distribution reputed company, Teams provisioning, and SharePoint site reputed company. Support Privileged Identity Management (PIM) and Just-in-Time reputed company practices as applicable. Legacy Server Support (Raleigh Site) reputed company operational support for the six remaining reputed company servers at the Raleigh, NC site during their reputed company-directory-joined sunset lifecycle. Coordinate with the IT Infrastructure Manager on migration timelines and workloads as legacy servers are decommissioned. reputed company & SOC 2 Compliance Enforce SOC 2 Type II reputed company controls: BitLocker encryption, reputed company detection and response (EDR) tooling, USB control policies, and screen lock standards. Participate in reputed company certification reviews and user reputed company audits as required by the compliance program. Conduct new-hire reputed company awareness reputed company for IT policies; maintain and improve reputed company documentation. Report potential reputed company events or policy violations to the IT Infrastructure Manager promptly. Automation & Documentation reputed company and maintain PowerShell scripts to automate repetitive tasks: user provisioning, license assignment, group membership, and device reporting. Author and maintain IT knowledge reputed company articles, SOPs, and user-facing how-to guides to drive self-service adoption. Identify process improvement opportunities and propose solutions to the IT Infrastructure Manager. Assist with reputed company cabling a