System Engineer

SYSTEMS ENGINEER (SERVICE DESK SUPPORT)

LOCATION: Roseville, CA

FULL-TIME | DIRECT HIRE

SALARY: $80,000 – $110,000

Job Summary

We are seeking a self-driven IT professional to join our team as an on-site Systems Engineer (Service Desk Support). This role combines hands-on service desk responsibilities with foundational systems engineering tasks, providing frontline technical support while contributing to infrastructure maintenance and optimization. You will serve as the primary onsite support technician for Averro's Roseville office, assisting local clients and working with engineering teams on IT operations, automations, and system improvements.

We need someone with strong troubleshooting instincts, excellent customer service skills, and a foundational understanding of enterprise IT environments. Daily responsibilities include user account and permission management, VPN setup, endpoint security, password resets, desktop troubleshooting, and asset inventory management. Additionally, the role involves supporting IT infrastructure, including M365 administration, basic networking, and endpoint compliance.

Key Responsibilities

Technical Support & Troubleshooting

• Provide onsite and remote support for internal users and external Sacramento-area clients.
• Troubleshoot and resolve hardware, software, and network issues across Windows, macOS, and Linux (Raspberry Pi) platforms.
• Support and administer Microsoft 365, Azure AD, Entra, Intune, and Okta environments.
• Perform user provisioning, access management, and endpoint compliance tasks.
• Configure and maintain desktop hardware, printers, A/V systems, and other peripherals.
• Document root causes and implement solutions to reduce recurring issues.
• Escalate unresolved incidents and collaborate with engineering teams as needed.
• Troubleshoot desktop-related issues, including hardware support, software installations, and operating system configuration.
• Provide remote desktop support, assisting users with connectivity and application issues.
• Support users working in VDI environments, including troubleshooting connection issues, profile persistence, and application access.
• Handle user account creation, permission changes, and password reset requests.
• Respond to service requests, including acknowledgment, tracking, and escalation.
• Support endpoint security, ensuring devices are compliant and protected.

Systems & Infrastructure

• Assist with administration and automation of Azure AD, Okta, and Intune environments.
• Participate in endpoint management using Datto RMM, SCCM, and imaging tools.
• Support hybrid cloud infrastructure, networking (VLANs, VPNs, Wi-Fi mesh), and firewall configurations.
• Contribute to server and infrastructure projects, including system upgrades, virtualization, and security hardening.
• Leverage scripting (PowerShell, Python, or Bash) to automate workflows and routine tasks.
• Assist in the design and deployment of backup, disaster recovery, and cybersecurity solutions.
• Configure and maintain VPN endpoints, including custom VPN setups and user access rules.
• Image and deploy workstations for new hires or system refreshes using standard configuration procedures.
• Assist in email setup and Microsoft 365 account configuration for users.

Client-Facing & Project Work

• Lead on-site assessments and infrastructure audits for new and existing clients.
• Build and maintain strong working relationships with client stakeholders.
• Collaborate with the Project Manager and nearshore helpdesk team to ensure successful project delivery and issue resolution.
• Contribute to internal knowledge base and service catalog improvements.

Process & Documentation

• Maintain IT documentation, including SOPs, diagrams, asset inventories, and client site notes.
• Continuously identify opportunities for optimization and improved client satisfaction.
• Ensure adherence to IT security and compliance policies.
• Track and manage hardware inventory and software licensing.
• Maintain documentation of common ticket resolutions, such as account unlocks, VPN issues, and software deployment steps.

Qualifications

• Valid CA driver's license and reliable transportation (for local site visits).
• Ability to communicate complex technical concepts clearly to non-technical audiences.
• Proven experience in a Service Desk, IT Support, or Associate Engineer role.
• Deep working knowledge of:
• Microsoft 365, Azure AD, Intune, Entra
• Windows Server, Group Policy, and endpoint management
• Networking (firewalls, VLANs, VPNs, and Wi-Fi)
• Virtualization (VMware, Hyper-V)
• Scripting (PowerShell, Python, or similar)
• IT ticketing and RMM tools (ServiceNow, Datto, SCCM)
• AI-powered tools such as Microsoft Copilot, ChatGPT, Grok, and other large language model (LLM) platforms. Ability to leverage AI technologies to enhance IT service delivery, automate workflows, and improve end-user support experiences.
• Exposure to enterprise SaaS platforms (e.g., Salesforce, RingCentral, Paycom).
• Experience with backup systems, cloud storage, and hybrid infrastructure is a plus.

Certifications

• CompTIA A or Network - Required
• Microsoft Certified: Azure Fundamentals or Administrator Associate
• CompTIA Security (preferred)
• ITIL Foundation (preferred)

Why Averro?

Averro is an equal-opportunity employer, and we are committed to diversity, equity, and inclusion in the workplace. All qualified applicants will receive consideration for employment, regardless of criminal histories, consistent with legal obligations. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by federal, state, or local law.

View our privacy policy here.