Desktop Engineer

• 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.

Who We Are

API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!

Other Duties

Duties, responsibilities and activities may change at any time according to business needs.

The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.