IT Engineer

Job Summary
The IT Engineer is responsible for the administration, management, and continuous improvement of endpoint management and enterprise device services, with a primary focus on HCL BigFix and Microsoft Intune. This role serves as a key contributor in maintaining a secure, compliant, and highly available computing environment by overseeing software deployment, operating system patching, endpoint configuration, device lifecycle management, and compliance reporting across the enterprise. The position works closely with internal technology teams, business stakeholders, and third-party vendors to ensure technology solutions are delivered efficiently and aligned with organizational objectives.

In addition to endpoint management responsibilities, the IT Engineer plays a critical role in coordinating and driving technology initiatives, special projects, and operational improvements. The role leverages ServiceNow extensively for incident, request, change, asset, and project-related activities and serves as a primary liaison for the organization’s onsite Managed Service Provider, ensuring service quality, operational effectiveness, and adherence to established processes and service levels. This position is responsible for troubleshooting complex technical issues, developing and maintaining standards and procedures, supporting infrastructure modernization efforts, and identifying opportunities to improve end-user experience, operational efficiency, and overall technology service delivery.

Key Focus Areas:

HCL BigFix administration and endpoint management
Microsoft Intune administration and device management
Endpoint patching, software deployment, and compliance management
ServiceNow-based operational processes and workflow coordination
Managed Service Provider oversight and vendor coordination
Technology projects, operational improvements, and process optimization
Enterprise Endpoint Security and asset lifecycle management
Documentation, standards, and best practice development
Job Responsibilities
• Administer and optimize HCL BigFix for patching, software distribution, compliance reporting, vulnerability remediation, and OS lifecycle management.

• Manage Microsoft Intune and Windows AutoPilot, including device enrollment, configuration, application deployment, compliance policies, and MDM/MAM services.

• Maintain endpoint management standards, procedures, security controls, and best practices.

• Monitor endpoint health, patch compliance, software deployment success, and device performance across supported platforms.

• Utilize ServiceNow for Incident, Request, Problem, Change, Asset, Knowledge, and related ITSM processes.

• Provide oversight of onsite Managed Service Providers (MSPs), ensuring SLA compliance, service quality, operational effectiveness, and continuous improvement.

• Coordinate endpoint and end-user computing initiatives with IT teams, business stakeholders, vendors, and service providers.

• Lead or support projects such as device refreshes, OS upgrades, application deployments, modernization efforts, and process improvements.

• Partner with Cybersecurity, Infrastructure, and Architecture teams to implement endpoint security and compliance requirements.

• Troubleshoot complex endpoint, deployment, compliance, and systems management issues; perform root cause analysis and corrective actions.

• Develop dashboards, metrics, compliance reports, technical documentation, knowledge articles, procedures, and runbooks.

• Support software packaging, asset lifecycle management, licensing compliance, audits, major incidents, change management activities, automation initiatives, and after-hours/on-call support, including storm recovery operations.

Job Specific Qualifications
• Bachelor's degree in Engineering, Computer Science, Information Technology, or related field with 2+ years of IT experience; or 8+ years of relevant IT experience in lieu of a degree.

• Experience supporting enterprise infrastructure, endpoint management, workplace technology, or end-user computing environments.

• Hands-on experience with HCL BigFix and Microsoft Intune, including patching, software deployment, compliance management, device enrollment, and endpoint administration.

• Experience using ServiceNow within ITIL-based Incident, Problem, Change, Request, Asset, and Knowledge Management processes.

• Knowledge of endpoint security, vulnerability remediation, device hardening, operating system lifecycle management, and compliance programs.

• Experience coordinating with MSPs, vendors, consultants, or outsourced support organizations.

• Strong troubleshooting, root cause analysis, and problem-solving skills for endpoint and systems management issues.

• Familiarity with PowerShell scripting, automation, reporting, Microsoft Windows, Microsoft 365, Entra ID, Conditional Access, and identity management concepts.

• Experience producing operational metrics, dashboards, compliance reporting, technical documentation, SOPs, and runbooks.

• Ability to lead or contribute to technology projects, manage multiple priorities, and work effectively across Infrastructure, Cybersecurity, Service Management, and End User Computing teams.

• Strong written, verbal, and interpersonal communication skills.

• Ability to participate in off-hours maintenance, on-call support, critical incident response, and DOE 10 CFR 810 eligibility requirements.