Purpose

The Desktop Engineer is responsible for designing, supporting, maintaining, and improving end-user computing environments with a specialized focus on manufacturing and shop floor infrastructure. This role supports standard desktop engineering functions, including endpoint hardware, operating systems, software deployment, security compliance, and user support, while also ensuring reliable technology operations for production environments such as manufacturing workstations, ruggedized devices, industrial PCs, label printers, scanners, shared terminals, and related shop floor systems. The position partners closely with Site Support, Manufacturing Operations, Infrastructure, Security, and application teams to maintain stable, secure, and efficient technology services that support plant operations and business continuity. The focus will be supporting Operational Technology DT Engineering.

Job Duties and Responsibilities

• Engineer, deploy, maintain, and support desktop, laptop, mobile, shared workstation, and shop floor computing environments across corporate and manufacturing locations.
• Provide advanced technical support for Windows operating systems, endpoint hardware, drivers, imaging, patching, software deployment, configuration standards, and lifecycle management.
• Support manufacturing infrastructure technology, including industrial PCs, ruggedized workstations, thin clients, terminals, barcode scanners, label printers, shop floor kiosks, time clocks, and other production-facing endpoint devices.
• Install, configure, troubleshoot, and maintain operating systems and hardware used in manufacturing environments, ensuring compatibility with business-critical production applications and plant processes.
• Partner with manufacturing operations, engineering, maintenance, and IT teams to support reliable shop floor technology and minimize disruption to production.
• Develop, maintain, and enforce endpoint standards for hardware models, operating system builds, peripheral configurations, software packaging, and security baselines.
• Troubleshoot complex hardware, operating system, application, network connectivity, peripheral, and performance issues affecting end users and shop floor operations.
• Support endpoint security practices, including vulnerability remediation, antivirus/endpoint protection, privileged access controls, encryption, patch compliance, and secure configuration management.
• Plan and execute endpoint refreshes, operating system upgrades, hardware replacements, reimaging activities, application deployments, and user migration efforts.

Job Duties and Responsibilities (Continued)

• Create and maintain technical documentation, support procedures, asset records, configuration standards, knowledge articles, and runbooks for both office and manufacturing environments.
• Participate in incident, problem, change, and request management processes to ensure issues are resolved effectively and recurring problems are addressed through root cause analysis.
• Coordinate with vendors and internal teams on hardware procurement, warranty repair, device certification, deployment planning, and technology standardization.
• Provide technical guidance to Site Support teams and end users on endpoint standards, troubleshooting practices, and shop floor technology support procedures.
• Support continuous improvement initiatives that improve endpoint reliability, reduce downtime, improve service delivery, and enhance the user experience across manufacturing and office environments.

Basic Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent work experience.
• Minimum of 5 years of experience in desktop engineering, endpoint support, infrastructure support, or a related IT role.
• Strong experience supporting Windows desktop operating systems, endpoint hardware, imaging, patching, application deployment, driver management, and device lifecycle management.
• Experience supporting manufacturing, warehouse, industrial, or shop floor technology environments preferred.
• Working knowledge of industrial PCs, ruggedized workstations, shared terminals, barcode scanners, label printers, peripheral devices, and production-facing endpoint hardware.
• Knowledge of endpoint management and software deployment tools such as Microsoft Intune, Microsoft Configuration Manager/SCCM, Autopilot, Group Policy, or similar technologies.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, wireless connectivity, VPN, and basic troubleshooting in plant environments.
• Wellversed in Agile Methodology
• Familiarity with endpoint security tools and practices, including vulnerability remediation, antivirus/endpoint protection, encryption, privileged access controls, and patch compliance.
• Ability to troubleshoot hardware, operating system, software, peripheral, connectivity, and performance issues in both office and manufacturing environments.
• Strong documentation skills, including the ability to create technical standards, support procedures, knowledge articles, and configuration records.
• Familiarity with ITIL and ITSM processes, including incident, request, change, problem, asset, and configuration management.
• Strong analytical, troubleshooting, communication, and customer service skills with the ability to work effectively with technical teams, plant leadership, vendors, and end users.
• Ability to work independently, manage multiple priorities, follow established standards, and respond with urgency to production-impacting issues.
• Willingness to work flexible hours, participate in planned maintenance activities, and provide on-call or after-hours support as needed for critical manufacturing operations.

Preferred Qualifications

• Experience supporting technology in manufacturing, industrial, warehouse, or production environments where uptime and operational continuity are critical.
• Hands-on experience with shop floor endpoint devices such as industrial PCs, ruggedized tablets, shared workstations, thin clients, barcode scanners, label printers, kiosks, time clocks, and other plant-floor peripherals.
• Familiarity with manufacturing applications, ERP/MES-connected devices, plant data collection systems, or other production-supporting technology platforms.
• Experience developing standardized endpoint images, device configurations, hardware standards, and deployment processes for office and manufacturing environments.
• Working knowledge of Microsoft Intune, Microsoft Configuration Manager/SCCM, Autopilot, Active Directory, Group Policy, PowerShell, or other endpoint management and automation tools.
• Understanding of OT/IT support considerations, including secure access, segmentation, change control, patch coordination, and minimizing production impact.
• Experience coordinating with vendors, plant maintenance, engineering, infrastructure, cybersecurity, and application teams to support manufacturing technology needs.
• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Modern Desktop Administrator, Microsoft Endpoint Administrator, ITIL Foundation, or equivalent technical certifications.

Competencies

• Technical Expertise: Demonstrates strong knowledge of desktop engineering, endpoint hardware, operating systems, software deployment, peripheral support, and troubleshooting across office and manufacturing environments.
• Manufacturing Operations Awareness: Understands the importance of uptime, safety, production continuity, and timely support for shop floor and plant technology.
• Problem Solving and Root Cause Analysis: Identifies issues quickly, analyzes recurring problems, and develops sustainable solutions that reduce downtime and improve reliability.
• Service Orientation: Provides responsive, professional, and customer-focused support to end users, plant leadership, and cross-functional teams.
• Ownership and Accountability: Takes responsibility for assigned work, follows through on commitments, manages priorities effectively, and escalates issues appropriately.
• Collaboration and Communication: Works effectively with Site Support, Manufacturing Operations, Infrastructure, Security, applications teams, vendors, and business stakeholders.
• Process Discipline: Follows established ITSM processes, documentation standards, change control practices, security requirements, and endpoint management procedures.
• Continuous Improvement: Looks for opportunities to standardize, automate, improve reliability, reduce manual effort, and enhance the support experience.
• Adaptability: Responds effectively to changing priorities, urgent production needs, evolving technologies, and varied support environments.