IT Help Desk Engineer

About the role

An IT Help Desk Engineer is responsible for remote and on-site support needs for our managed services customers. This relates to all technology, including: workstations, servers, cloud services of all types, printers, networks, and vendor specific hardware and software. Working with senior technical colleagues and account managers to handle ad-hoc escalation requests, facilitate planned ongoing maintenance, and assist with improvements projects.

Opportunity

• Work for a growing Managed IT Services company operating in the Greater Seattle & Greater Austin areas.
• Support the core network of small to midsized firms leveraging Microsoft local and cloud applications.
• Be part of a company that allows you exposure to a variety of different challenging issues on a daily basis.
• Maintain control of your work life balance in a flexible environment that values and rewards both personal and professional success.
• Receive an extremely competitive benefits structure for your hard work and dedication to the role.
• Opportunity for pay growth as your career develops and upward mobility as the company continues to grow and scale.

Basic functions

• IT support relating to issues with client core business applications and operating systems.
• IT support services for Microsoft related technologies: Windows Server, Exchange, SharePoint, Microsoft 365, Teams/Phone System, Azure, etc.
• Support backup and disaster recovery solutions, especially initiating restores.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation and support: VPN, Terminal Services, Windows 365, Azure WVD, ConnectWise Control.
• Monitor help desk and remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
• Document maintenance for all computer systems and network infrastructure.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

Additional duties and responsibilities

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Work with the dispatch to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
• Escalate service requests that require more senior levels of support.
• Responsible for entering time and expenses as they occur.
• Understand processes by completing assigned training materials.
• Enter all work on service tickets.

Knowledge, skills, and/or abilities required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Advanced understanding of Microsoft operating systems, common business applications, printing systems, and network systems.
• Interpersonal skills: such as video & telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization's key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.

Qualifications

• 3 years minimum previous help desk, service desk, desktop support, network admin, field service or other related experience and/or relevant education.
• Professional IT certifications preferred but not required, such as: Microsoft general certifications, Cisco, CompTIA, ConnectWise CCPA, LabTech LTCP, Microsoft 365 or Azure.
• AA/AS, ideally in computer science or a related field, preferred but not required.

This response is AI-generated, for reference only.