IT Desktop Support Engineer

About Bell and Howell

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences.

Our Automation Services bring a dedicated team of expert mechatronic service engineers completely covering North America and backed by our Integrated 360 advanced technology enabling remote repair, diagnostics, automated SmartOps Dispatch and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next-generation equipment delivering best-in-class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing - all backed by the best service in the industry.

Position Title: IT Desktop Support Engineer

Location: Durham, NC - onsite

Job Summary:

The IT Desktop Support Engineer provides first-line technical support to end users for hardware, software, and basic network issues. This role focuses on troubleshooting, resolving common technical problems, and delivering high-quality customer service. Work is performed under general supervision with established procedures, and complex issues are escalated to senior IT staff or specialized teams as needed.

Job Responsibilities

• Respond to and resolve end-user support requests through the IT ticketing system (incidents and service requests)
• Troubleshoot common hardware, software, and connectivity issues for desktops, laptops, mobile devices, and peripherals
• Provide remote and in-person support to users as needed
• Perform user account administration in Active Directory and Entra ID, including account creation and deactivation, password resets, group membership and role assignments, access provisioning and deprovisioning, and support for onboarding and offboarding processes; assist with multi-factor authentication (MFA) setup and troubleshooting, and perform basic access reviews to ensure appropriate permissions
• Escalate complex or unresolved issues to senior technicians or specialized IT teams following established procedures
• Assist with device setup, imaging, provisioning, and deployment using Microsoft Intune, including Windows Autopilot enrollment, application deployment, configuration profile assignment, compliance policy checks, and basic troubleshooting of managed endpoints (MDM) for desktops and mobile devices
• Install, configure, and maintain standard software applications and operating systems
• Perform routine maintenance tasks such as updates, patches, and basic system checks
• Track and manage IT assets, including hardware inventory and equipment assignments
• Document issues, resolutions, and processes clearly and accurately in the IT ticketing system
• Follow IT policies, procedures, and security standards at all times
• Participate in an on-call rotation or after-hours support as scheduled
• Support team projects and assist with departmental initiatives as assigned

Supervisory Responsibilities

• None

Competencies (Skills, Knowledge, and Abilities)

• Basic to intermediate knowledge of desktop and mobile computing devices and operating systems (Windows, macOS)
• Foundational understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi)
• Familiarity with Microsoft 365 applications (Outlook, Teams, Word, Excel, PowerPoint)
• Exposure to Microsoft Intune and modern device management concepts (MDM, Autopilot, compliance policies) preferred
• Strong troubleshooting and problem-solving skills
• Strong communication and customer service skills with a user-focused mindset
• Ability to follow procedures, documentation, and IT policies consistently
• Ability to prioritize tasks and manage multiple support requests in a fast-paced environment
• Willingness to learn new technologies and develop technical skills
• Ability to work independently on routine tasks and escalate appropriately when needed

Education and Experience

• Associate degree in Information Technology, Computer Science, or related field or equivalent combination of education and experience
• 2-5 years of experience in IT support, help desk, or technical support role preferred
• Experience supporting end users in a corporate environment is a plus
• Basic experience troubleshooting hardware, software, and mobile devices required
• Familiarity with remote support tools (e.g., Remote Desktop, TeamViewer) preferred
• Exposure to Active Directory, Entra ID, or Microsoft 365 administration preferred
• Certifications such as CompTIA A+ or Microsoft Fundamentals are a plus but not required

Travel:

• This position requires minimal travel (10%) travel in the United States and Canada.

Physical Requirements:

• Ability to sit, stand, and use a computer for extended periods
• Ability to lift and move equipment up to 50 pounds
• Ability to travel occasionally (up to 10%)

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Bell and Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual's qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, marital status, or any other characteristic protected by federal, state or local law.