IT Service Desk Engineer

Job Title:

IT Service Desk Engineer

Pay Type:

Salary Exempt

Department:

Information Technology

Position Type:

Full-Time, Onsite

Manager:

IT Service Delivery Manager

Travel Required:

Yes

Job Description

The Service Desk Engineer is responsible for delivering a quick and accurate resolution to issues throughout the business while maintaining excellent customer service, performing routine user maintenance, troubleshooting hardware and software, and expanding the knowledge of the IT department. This position requires knowledge of the industry combined with desktop, networking, and systems troubleshooting and support.

Job Duties

Provide support to resolve incidents using the ITSM software.

Perform problem management through troubleshooting to determine root cause.

Provide after-hours support as needed.

Schedule and oversee hardware warranty repairs.

Complete requested trainings and certifications.

Assist in selecting and maintaining IT hardware for the company.

Update the imaging process as needed.

Follow defined IT processes and procedures.

Update and create knowledge base articles for IT staff and end users.

Promote a team environment by assisting other team members on support issues when needed.

Provide support through the Service Desk phone line as needed.

Any other tasks as needed by the IT Service Delivery Manager.

Knowledge & Skill Requirements

Strong customer service and interpersonal skills

Excellent verbal and written communication

The ability to communicate and interpret IT information to end-users

Problem-solving through troubleshooting

Attention to business-critical systems and responding accordingly

Willingness to learn and build IT and industry knowledge

The ability to work with a positive attitude in a team environment

The ability to work on multiple problems simultaneously

Working knowledge of the following technologies: Windows 10/11 environment, Active Directory, Exchange Management, Enterprise AV solutions, Imaging.

Working knowledge of the following troubleshooting tools: Command Prompt, Task Manager, Resource Monitor, MMC, etc.

Education & Experience

1+ years working experience on a Service Desk or Network Operations Center (NOC) with 100+ users

Industry certifications (Net+, A+, ITIL, HDI-DST, Windows 10 MSCA, Sec+, etc.) preferred

High school diploma/GED

Physical Requirements

Reliable transportation to accommodate travel between sites.

Occasional lifting and carrying of IT equipment up to 50 lbs.

Visual acuity, speech and hearing; hand eye coordination and manual dexterity necessary to operate a computer keyboard and networking/security equipment.

Reaching, walking, twisting, and kneeling to perform essential functions of the job.

Pre-employment drug screen required.

EOE

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