Desktop Engineer (Hybrid)

Melville, NY

Full Time

Technology

Experienced

Join API: Powering Global Crew Travel with Innovative Technology

At API, we're not just changing how businesses manage travel—we're revolutionizing it. As the global leader in crew accommodation solutions, our cutting-edge technology platform streamlines the entire crew planning process, making operations more efficient and elevating the layover experience for crews worldwide. If you're a dynamic, creative, and tech-savvy individual passionate about delivering exceptional service and technology-driven solutions, API is the perfect place for you to thrive.

Desktop & Imaging Solutions Engineer

We're expanding our innovative team and seeking a highly skilled and self-motivated Desktop Engineer to play a pivotal role in our IT operations. This is a hybrid role based in Melville, NY, with a critical focus on remote imaging solutions. You'll be instrumental in ensuring our global workforce has seamless access to secure, high-performing systems.

In this hardware-centric role, you'll be the expert behind our imaging solutions, from building and deploying new images to ensuring software security and optimal functionality across our enterprise. You'll spend a significant portion of your time creating new images that meet our exacting standards, guaranteeing our systems are always cutting-edge and secure.

What You'll Do:

Own Our Imaging Solutions: Lead the creation, maintenance, and deployment of primary images from bare metal as new hardware models emerge, ensuring secure and efficient software distribution enterprise-wide.
Be the Go-To for Support: Provide timely and effective Level 2 support for all hardware and software issues for both local and remote employees, troubleshooting everything from desktops and laptops to mobile phones and printers.
Master Remote Troubleshooting: Leverage your expertise in remote troubleshooting techniques to diagnose and resolve issues efficiently, ensuring high uptime for all computers and networks.
Fortify Our Security: Play a key role in mitigating security issues by responding to alerts from SIEM and endpoint protection applications, safeguarding our business networks.
Optimize & Innovate: Evaluate the performance of our desktop infrastructure and proactively recommend enhancements to boost efficiency and user experience.
Maintain Precision: Document, maintain, upgrade, or replace hardware and software systems, track and update all problem and service requests in Jira Service Management, and manage inventory levels meticulously.
Empower Our Users: Provide support for Office 365 applications (including Exchange Online), manage user accounts, and contribute to our internal knowledge base and documentation.
Collaborate & Grow: Work comfortably under pressure, meet tight deadlines, and excel in both independent and team environments. You'll also be available for urgent requests and occasional after-hours support.

What You'll Bring:

5+ years of progressive, hands-on experience in desktop support and troubleshooting complex technology issues.
Proven expertise in remote imaging tools and software is a must. Please highlight specific examples of remote imaging tools you've successfully utilized in your experience (e.g., Microsoft Endpoint Configuration Manager (formerly SCCM), Ivanti Endpoint Manager, SmartDeploy, etc.).
Strong familiarity with Office 365 suite administration, including Exchange Online.
Solid understanding of Windows 11 Professional and best practices for its deployment and management.
Working knowledge of various diagnostic utilities and experience with software distribution and patch management.
A strong grasp of network security practices and anti-virus programs.
Exceptional communication skills (written, documentation, and verbal) with the ability to provide clear technical instructions.
A problem-solving attitude with meticulous attention to detail and outstanding multitasking abilities.
Ability to thrive in a fast-paced, growing environment while maintaining a calm and customer-focused demeanor.
Experience with AWS Workspace/Virtual Desktop is a significant plus.
CompTIA A+ Computer Specialist Certification is preferred, but not required.

Position Type and Expected Hours of Work

This is a full-time, hybrid position, Monday through Friday, during normal core business hours. Flexibility for occasional nights and weekends may be required to address urgent needs or system maintenance.

Good Faith Compensation

The good faith salary compensation for this exempt role is between $80,000 - $85,000 USD annually, commensurate with your experience and expertise.

API is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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.

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This role heavily emphasizes hardware-centric imaging solutions. Can you describe your experience with image deployment and solution building? Please provide examples of remote imaging tools you've used in the past.*

The position requires creating new images to meet specific standards and ensuring software security and functionality. Walk me through your process for building a new operating system image from bare metal, highlighting how you ensure security and effective software functioning.*

We frequently deal with Level 2 troubleshooting for various software and hardware issues. Can you share an example of a complex technical problem you troubleshot and resolved, detailing your steps from initial diagnosis to resolution?*

Experience with the administration of the Office 365 suite is crucial. What specific O365 administration tasks have you performed, and what's your comfort level with troubleshooting Exchange Online issues?*

What is your experience with managing user accounts, including rights, security, and system groups, particularly in an Active Directory environment?*

This role involves responding to security alerts from SIEM and endpoint protection applications. Can you describe your experience with network security practices and anti-virus programs?*

Can you discuss your familiarity with software distribution and patch management methodologies and tools?*

Describe a time you had to resolve an urgent technical issue under pressure and with a tight deadline. How did you prioritize and ensure timely resolution?*

This role requires both remote and in-person troubleshooting. How do you approach remote troubleshooting to ensure clear communication and effective resolution when you can't physically see the user's setup?*

Can you give an example of a time you had to explain a complex technical issue to a non-technical user? How did you ensure they understood the problem and the solution?*

We use Jira Service Management for tracking and documenting requests. What is your experience with ticketing systems, and how do you ensure thorough and timely documentation of issues through to resolution?*

This is a full-time role with potential for after-hours support on nights and weekends. Are you available and willing to provide support outside of normal core business hours when needed?*

How do you approach maintaining and updating internal knowledge bases or documentation? Why is this important in a support role?*

This team-oriented environment also requires independent work. Can you describe your experience working both independently and as part of a team in a fast-paced environment?*

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Desktop Engineer (Hybrid)

Join API: Powering Global Crew Travel with Innovative Technology

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