Service Desk Engineer

Overview of Bridger Photonics, Inc.

Bridger Photonics, Inc. creates and deploys innovative LiDAR sensors for the Oil & Gas and Industrial Manufacturing industries. Our airborne LiDAR sensors are transforming the way the Oil & Gas industry discovers and manages natural gas (methane) leaks. This opportunity is resulting in significant and rapid growth for our company.

Overview of Position

To assist in our growth, we are seeking a skilled and customer-focused Service Desk Engineer to provide strong technical support within our IT Service Desk operations. The successful candidate will work closely with our existing Information Technology team to support infrastructure expansion and maintenance efforts, ongoing security initiatives and provide employee technical support as required. The successful candidate will leverage their existing knowledge and practical skills to meet these demanding needs.This role is  also responsible for resolving complex technical issues escalated via Zoho Desk, assisting in infrastructure administration, and managing the company’s Audio Visual (AV) systems. Working closely under the direction of Senior members of the IT Team, this engineer will ensure smooth and efficient operations for both end-user support and backend systems.This position requires strong troubleshooting ability, attention to detail, and a deep understanding of endpoint support, Tier 2 System Administration, and Integrated AV technologies.

Responsibilities may include, but are not limited to:

• Manage and resolve Tier 2-level support tickets escalated through Zoho Desk or assigned by the Senior Systems Administrator.
  
• Troubleshoot and resolve advanced technical issues related to:
  
• Windows desktop and laptop environments
  
• Office 365, Outlook, Teams, and Microsoft 365 services
  
• Active Directory, permissions, group policy
  
• VPN, remote desktop, and other remote access tools
  
• Endpoint connectivity and performance
  
• Manage and maintain the company's Audio Visual (AV) systems:
  
• Set up, troubleshoot, and support conference room technology including large displays, video conferencing, and integrated audio systems.
  
• Assist with AV needs for meetings, webinars, and corporate events.
  
• Coordinate with vendors for AV hardware installations or upgrades.
  
• Support and document IT onboarding/offboarding processes including device provisioning, access setup, and permissions configuration.
  
• Perform endpoint management tasks, apply patches, and ensure endpoint security compliance.
  
• Maintain and contribute to knowledge base documentation for recurring issues, standard operating procedures, and resolution paths.
  
• Monitor system alerts and ticket queue, ensuring timely resolution and proper escalation when needed.
  
• Participate in IT projects and testing initiatives as assigned by the Senior Systems Administrator.
  
• Assist in maintaining inventory and lifecycle documentation of IT and AV hardware assets.
  

Requirements

Required Qualifications:

• Education: Associate’s or a related field (or equivalent experience).
  
• Experience: Minimum 1+ years in IT support, with 1–2 years handling escalated (Tier 2) issues.
  
• Technical Proficiency:
  
• Strong experience using Zoho Desk or similar ITSM platforms.
  
• Knowledge of Windows 10/11, Microsoft Office, Teams, and Microsoft 365 administration.
  
• Understanding of AV technologies: conferencing systems (e.g., Zoom Rooms, Teams Rooms), large display panels, AV integrations, microphones, cameras, etc.
  
• Proficiency in supporting Entra/Active Directory, DNS, DHCP, and remote access tools.
  
• General understanding of networking concepts: IP addressing, switches, routers, firewalls.
  

Preferred Qualifications:

• Experience managing conference room AV equipment
  
• AV event setup/troubleshooting.
  
• TEAMS, ZOOM Conferencing Technologies
  
• Familiarity with ITIL-based service desk operations.
  
• Exposure to MDM tools, endpoint security, and basic scripting (PowerShell).
  
• Certifications such as CompTIA A+, Network+, Microsoft Modern Desktop Administrator, or AV certifications (e.g., CTS).
  

• Strong problem-solving and communication skills.
  
• Excellent customer service and interpersonal skills.
  
• Organized, self-motivated, and able to handle multiple priorities.
  
• Detail-oriented with strong documentation practices.
  
• Works well independently and within a collaborative team environment.
  

Work Environment:

• Standard business hours, with occasional on-call support or after-hours AV support for events.
  
• Some onsite and offsite work required for AV setup and hardware support.
  

Additional Information:

• This is a full-time salaried position.
  
• Salary is commensurate with education, experience, and skills.
  
• This position is based at Bridger’s facility in Bozeman, MT.
  
• Limited work from home opportunities may be available
  
• Bridger Photonics, Inc. is an Equal Opportunity Employer.
  
• United States Employment Eligibility: Bridger does not offer visa sponsorships. If you are hired, you will be required to fill out the US Department of Homeland Security’s I-9 form confirming you are able to work in the US.
  

Benefits

Bridger Photonics, Inc. offers excellent health, dental, and retirement benefits.

A career with Bridger Photonics offers cutting-edge photonics and remote sensing work and endless outdoor opportunities in and around beautiful Bozeman, Montana. With experts in physics, engineering, software development, and processing, our team works hard to create top-of-the-line LiDAR technologies that positively impact society—now and for generations to come.