Desktop Support Engineer in Grand Rapids, Michigan at RaiseRight

RaiseRight is the largest gift card fundraising platform in the United States, helping 50,000 organizations raise over $800 million for initiatives that matter to them. Families buy gift cards to use in their everyday shopping and earn rebates from retailers to offset expenses such as school tuition, athletic equipment, church operations and band instruments. Fundraising through your own everyday spending is disrupting the traditional methods of selling baked goods, organizing annual events or asking for donations. It is simply the right way to fundraise.

As a Desktop Support Engineer, you will play a critical role on RaiseRight’s Technology team. Our customers have purchased billions of dollars of gift cards through our web and mobile ecommerce platform and mobile wallet. We develop and maintain direct connections to the world’s largest retailers for gift card activations. We are looking for interesting, curious, and collaborative team members to bring our platform to even more organizations that need fundraising support.

Responsibilities

• Serve as the primary point of ownership for desktop support requests, technical issues, and support tickets.
• Provide remote and onsite support for 60+ users across Windows 11 and macOS desktops and laptops.
• Configure and deploy client equipment for secure access to network, domain, and company resources.
• Manage and maintain user accounts, permissions, and access across Active Directory, Microsoft Entra ID (Azure AD), Microsoft 365, and third-party business applications, including onboarding, offboarding, and access changes.
• Create, maintain, and improve client operating system and software deployment infrastructure, configurations, and installation packages.
• Maintain accurate IT asset inventory and lifecycle records for computers, peripherals, software, and other assigned equipment.
• Maintain endpoint security and compliance, including CrowdStrike, operating system updates, and security scripts.
• Install, configure, and troubleshoot VPN and remote connectivity software.
• Diagnose and resolve desktop, laptop, peripheral, and other hardware issues.
• Support printer configuration, setup, and print queues.
• Assist with onsite GoTo telephone and softphone systems.
• Assist with server support and application updates in lower environments, including FTP servers.
• Assist with firewall and network switch troubleshooting.
• Create and maintain knowledge articles, procedures, and documentation for technical and non-technical users.
• Work with customer service on user requests and queries, including occasional ad hoc data reports and analysis.
• Assist with onsite data center troubleshooting involving hardware, network, and software infrastructure.

Preferred Qualifications

• Demonstrated experience configuring, deploying, and troubleshooting desktop/laptop computers, telephones, and business applications.
• Experience supporting Windows 11 and macOS.
• Experience supporting and troubleshooting Microsoft 365 desktop applications.
• Familiarity with Active Directory, Microsoft Entra ID (Azure AD), SharePoint, file and print services, and user access administration.
• Experience with endpoint management, operating system imaging, software packaging/deployment, or device provisioning tools.
• Familiarity with IT asset management and inventory tracking practices.
• Exposure to softphone and telecommunications applications.