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Desktop Support Engineer

We are seeking to hire an experienced Desktop Support Engineer for high-level troubleshooting and handling of issue escalations. You will be required to work a combination of on-site and remote connection, and assist with software upgrades and deployments, systems integrations, and image and software package creation. You will assist with supporting Tier 2 Technicians with deep dive troubleshooting related to computing hardware or software issues for both in-office and home/remote office needs.


Daily duties will include:

  • Taking ownership of reported technician escalated issues, see problems through to resolution, and/or escalate unresolved issues to the appropriate teams
  • Research, diagnose, troubleshoot, and solve hardware and software issues
  • Build, test and deploy application patches, upgrades, etc.
  • Work in concert with internal IT teams to ensure the highest level of service delivery to the user community
  • Document security patch levels and compliance for both Windows and macOS



  • Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role
  • Minimum 3 years of experience supporting Windows/macOS operating systems and technologies including Active Directory, DNS, DHCP, and group policy
  • Minimum 3 years of experience with imaging and updating endpoints via Microsoft Deployment Toolkit, PXE, PowerShell, MDT, PowerShell, and application deployment via SCCM and Intune
  • Knowledge of network security practices and anti-virus programs
  • Familiarity with remote desktop applications (e.g., TeamViewer) and help desk software (e.g., ServiceNow)
  • Knowledge of Macintosh software deployment and inventory management tools
  • Must have excellent problem-solving, multi-tasking and communication skills
  • A deep problem solver: able to think on your own and develop quick, sound solutions to complex problems and have a strong desire to solve with automation and self-service
  • Experience with FileWave is a huge plus


Full-time employees are eligible for our comprehensive benefits program. Our range of benefits include, but are not limited to, Medical/Prescription drug insurance, Dental, Vision, Health Care/Dependent Care Flexible Spending Account, Health Savings Account, Pre-Tax and Roth 401(k), Short and Long-Term Disability Insurance, Life/AD&D Insurance, Commuter Benefits, Student Loan Repayment Program, Educational Assistance & generous paid time off. 


Penguin Random House is the leading adult and children’s publishing house in North America, the United Kingdom and many other regions around the world.  In publishing the best books in every genre and subject for all ages, we are committed to quality, excellence in execution, and innovation throughout the entire publishing process: editorial, design, marketing, publicity, sales, production, and distribution.  Our vibrant and diverse international community of nearly 250 publishing brands and imprints include Ballantine Bantam Dell, Berkley, Clarkson Potter, Crown, DK, Doubleday, Dutton, Grosset & Dunlap, Little Golden Books, Knopf, Modern Library, Pantheon, Penguin Books, Penguin Press, Penguin Random House Audio, Penguin Young Readers, Portfolio, Puffin, Putnam, Random House, Random House Children’s Books, Riverhead, Ten Speed Press, Viking, and Vintage, among others.  More information can be found at
Penguin Random House values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.



Company: Penguin Random House LLC 

Country: United States of America 

State/Region: New York 

City: New York 

Postal Code: 10019 

Job ID: 174332

Date:  Nov 11, 2021

New York, NY, US, 10019

Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

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