Help Desk / Systems Administrator / Service Desk Engineer

Key Responsibilities

• Aid in installing, configuring, and maintaining desktops, servers, and applications.
• Apply system updates, patches, and basic configurations as directed.
• Monitor system logs and performance; escalate issues as needed.
• Provide Tier 1 support to end users via ticketing system, phone, and in person.
• Troubleshoot basic hardware, software, and printer issues.
• Absorb and assist with user onboarding/offboarding, including account creation and permissions.
• Support daily monitoring and basic maintenance of client and internal networks.
• Assist with resolving connectivity issues, including Wi-Fi, DNS, and VPN problems.
• Document and report any recurring network issues to senior engineers.
• Participate in patching, backups, and monitoring of servers (Windows, Linux, O365, etc.).
• Support cloud environments, including Microsoft 365 administration.
• Work with senior staff to identify opportunities for performance optimization.

User & Desktop Support

• Provide Tier 1 support to end users via ticketing system, phone, and in person.
• Troubleshoot basic hardware, software, and printer issues.
• Absorb and assist with user onboarding/offboarding, including account creation and permissions.

Network Support

• Support daily monitoring and basic maintenance of client and internal networks.
• Assist with resolving connectivity issues, including Wi-Fi, DNS, and VPN problems.

Server & Cloud Support

• Participate in patching, backups, and monitoring of servers (Windows, Linux, O365, etc.).
• Support cloud environments, including Microsoft 365 administration.
• Work with senior staff to identify opportunities for performance optimization.

Security & Compliance

• Adhere to company and client security standards, including CJIS requirements.
• Monitor endpoint alerts and report anomalies.
• Participate in audits and compliance activities as assigned.

Documentation & Inventory

• Maintain accurate records in Autotask, including asset tracking and system changes.
• Absorb and assist in updating knowledge base articles and SOPs.
• Conduct periodic audits of software and hardware inventory.

Professional Development

• Actively participate in training and mentoring opportunities.
• Pursue certifications or coursework aligned with role responsibilities.
• Demonstrate progress toward greater technical independence and client engagement.

Required Qualifications

• Associate’s or bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• 3-5 years experience in a tiered service or help desk environment.
• Foundational knowledge of Windows environments, networking, and system administration.
• Strong organizational and communication skills.
• Willingness to follow procedures, escalate when appropriate, and continuously learn.
• Demonstrated commitment to white glove support and end-user satisfaction.
• Ability to communicate clearly with both technical and non-technical users.

Preferred Qualifications

• Familiarity with managed services tools (e.g., Autotask, RMM platforms like Datto or Atera).
• Exposure to scripting (e.g., PowerShell for Windows environments).
• Basic understanding of cybersecurity best practices.

Employment Requirements

• Must be a U.S. Citizen.
• Must possess a valid U.S. driver's license with a clean driving record.
• Must pass a Missouri State Highway Patrol (MSHP) and federal fingerprint-based background check.
• Must complete CJIS training and successfully pass the CJIS certification exam.