Digital Experience Engineer

Supporting approximately 800 to 3,000 users across onsite and remote environments, the Digital Experience Engineer will handle complex Tier 3 - 4 issues involving Windows and Mac devices, hardware, operating systems, applications, network connectivity, Microsoft 365, Azure, and Entra. This role goes beyond quick fixes, requiring strong root-cause analysis and the ability to identify recurring issues, investigate backend problems, and implement long-term solutions.

Client Overview:
Our client is a nonprofit, nonpartisan organization dedicated to defending civil rights and civil liberties. The organization works across the courts, statehouses, Congress, and communities to address significant challenges involving constitutional rights and liberties. Employees have the opportunity to contribute to a mission-driven environment while supporting technology that enables teams across the organization to do their work effectively. Our client is seeking a hands-on Digital Experience Engineer to serve as the technical bridge between Endpoint Engineering and the Service Desk.

Salary/Hourly Rate:
$40/hr - $45/hr

Position Overview:
The Digital Experience Engineer will own the complete troubleshooting path, from what an end user experiences on their device through the underlying Microsoft services and infrastructure. Supporting approximately 800 to 3,000 users across onsite and remote environments, the Digital Experience Engineer will handle complex Tier 3 - 4 issues involving Windows and Mac devices, hardware, operating systems, applications, network connectivity, Microsoft 365, Azure, and Entra. This role goes beyond quick fixes, requiring strong root-cause analysis and the ability to identify recurring issues, investigate backend problems, and implement long-term solutions. The Digital Experience Engineer will use Digital Employee Experience tools such as NextThink and ControlUp to identify trends, improve fleet health, and enhance the overall end-user experience. This is an excellent opportunity for a Microsoft-focused engineer who enjoys solving complex problems, improving support processes, and mentoring a broader support organization.

Responsibilities of the Digital Experience Engineer:

• Provide Tier 3 - 4 technical support across Windows and Mac environments.
• Troubleshoot issues from the end-user device through the Microsoft backend.
• Perform detailed root-cause analysis rather than relying on surface-level fixes.
• Diagnose hardware configuration, operating system performance, application, and connectivity issues.
• Troubleshoot Microsoft 365, Azure, Entra, and related service-side issues.
• Use NextThink and ControlUp to monitor, investigate, and resolve Digital Employee Experience issues.
• Analyze ticket history and recurring incident patterns to identify systemic problems.
• Investigate recurring issues such as Microsoft Teams call-quality failures.
• Develop and implement long-term solutions to recurring technical problems.
• Partner closely with Endpoint Engineering and Service Desk teams.
• Help improve overall endpoint and fleet health.
• Support approximately 50 - 60 tickets per week in a fast-paced environment.
• Identify opportunities to improve troubleshooting processes and support capabilities.
• Share technical knowledge and help increase the capabilities of a nine-person support team.
• Provide hands-on engineering support across the organization's endpoint environment.

Required Experience/Skills for the Digital Experience Engineer:

• 7+ years of IT support experience.
• Strong Windows and Mac troubleshooting experience.
• Demonstrated ability to perform deep root-cause analysis.
• Experience troubleshooting issues from the endpoint through backend services.
• Strong endpoint engineering and endpoint management experience.
• Experience with NextThink and/or ControlUp.
• Experience with Digital Employee Experience tools.
• Strong Microsoft ecosystem experience, including Microsoft 365, Azure, and Entra.
• Experience supporting both hardware and software.
• Strong understanding of operating systems, applications, networking, and endpoint environments.
• Ability to troubleshoot complex Tier 3 - 4 technical issues independently.
• Strong analytical and problem-solving skills.
• Ability to identify recurring issues and develop sustainable solutions.

Preferred Experience/Skills for the Digital Experience Engineer:

• Experience supporting 800 to 3,000 users.
• Experience handling high ticket volumes in a fast-paced environment.
• Experience supporting Microsoft Teams and troubleshooting call-quality issues.
• Experience working closely with Endpoint Engineering and Service Desk teams.
• Experience using endpoint analytics to identify trends and improve fleet health.
• Strong communication and knowledge-sharing skills.
• Experience mentoring or providing technical guidance to support teams.
• Ability to work effectively in a fully onsite environment.

Education Requirements:

• Degree in Information Technology, Computer Science, or a related field is preferred.
• Equivalent professional IT experience may be considered.

Benefits:

• Temporary 3-month assignment with likely extension.
• Potential opportunity for conversion to a full-time position.
• Mission-driven work environment.
• Opportunity to work with modern Digital Employee Experience and Microsoft technologies.
• Hands-on exposure to enterprise endpoint engineering and infrastructure troubleshooting.
• Atrium Care Package available, upon eligibility (including healthcare plans, discount programs, and paid time off).

Job Wrapping ID: #LI-AJ3

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EOE/M/F/D/V/SO

Position ID: 409436