IT Service Desk Engineer

Job Overview

Service Desk Engineers will be utilized in many different capacities to ensure proper management and support of our Managed IT clients' networks. They will serve as Tier 2 and 3 resources for operational IT issues that can be diagnosed and troubleshot, remotely. They provide remote troubleshooting for Impact customers and escalate to advanced engineering teams, when necessary. The Service Desk is based out of the Unified Support Operations center on Impact's corporate campus and provides 100% in-house, technical support for clients. Impact's Unified Support Service Desk provides 24/7/365 client support.

Responsibilities

• Technical:
  • Provide Tier 3 end-user IT support escalated by Tier 1-2 Analysts
  • Identify, document, and troubleshoot user computing issues to resolution and maintain customer satisfaction
  • Work within a structured problem management and resolution process to maintain customer satisfaction
  • Work with Impact advanced engineering resources and vendors to deliver effective escalated support and services
• Documentation and reporting:
  • On-time documentation of issues within Impact's ticketing system
  • Run historical reports to identify reoccurring service disruptions
  • Document problem resolution and processes
  • Aid with on-boarding of new clients and users
  • Run diagnostic applications to resolve problems

Qualifications & Experience

• Required Skills and Experience:
  • 3+ years of working experience as a NOC Technician, NOC Engineer, IT Support Engineer, Network Support Engineer, Systems Administrator, Network Administrator, IT Administrator, IT Specialist, Network Technician, Service Desk Engineer, Service Desk Analyst, etc.
  • Windows Server 2019-2025 Administration
  • Active Directory management and maintenance
  • DNS, DHCP, VPN and foundational networking and connectivity concepts
  • Ability to manage user accounts, licenses, and permissions through Office 365 admin portal
  • Fundamental troubleshooting of Office 365 applications and services
  • Strong IT diagnostic abilities
  • Strong written and verbal communication skills
• Valued Skills And Experience:
  • Remote Desktop Services and RMM familiarity
  • VMWare, Hyper-V and other virtualization technologies
  • Azure and other cloud solutions
  • Microsoft Exchange, SQL, and SharePoint management
  • Storage solutions: SAN, NAS, and Shared Storage
  • Experience as part of a Microsoft Partner organization
  • Experience working for a managed services organization

What Drives Impact

Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a time. Behaviors define what our values look like in action. Leaders are expected to model them; teams are expected to live them: Innovation: We embrace change because innovation lives outside the comfort zone. Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact. Honesty: We are fiercely transparent and consistently honest. Fun: We fuel work with fun, knowing life's too short for boring. Low Ego: We champion ideas over titles, because brilliance knows no rank. One Team: We win as a team, we lose as a team, we are one team.

Compensation

The typical base salary range for this role is $59,500 to $70,500. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensures and/or certifications, and other organizational needs. Impact may offer applicable incentive compensation plans depending on role and/or department.

Benefits

• 5-year Tiffany & Co. Gift Card, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards
• Up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave
• Development and growth opportunities with on-going training & continued education reimbursement
• 401(K) & retirement plans with complimentary financial advisory services
• Comprehensive health, disability, life, dental, and vision plans

Work Authorization & Immigration Sponsorship

Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in limited circumstances based on business need, cost, workforce planning, and applicable government requirements. Certain positions within Impact may involve access to information, technology, software, or technical data that is subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Where required by applicable law based on the nature of the role, individuals in such positions must qualify as a “U.S. Person,” as defined by law, or otherwise be eligible to obtain any required government authorizations.