Service Desk Engineer

About the role

Entre Computer Services is Rochester's leading provider in technology services including Managed Services, IT Infrastructure Engineering & Architecture, Application Development, Hardware & Software Sales, and IT Outsourcing & Recruiting. Entre has been headquartered in Rochester, NY since 1984, and serves organizations both regionally and nationally. Entre is a family-oriented organization that provides great flexibility in professional growth, offers resources for individual success in a team environment, and recognizes the importance of work-life balance.

Responsibilities

• Respond to service desk tickets and requests in a timely manner, ensuring high levels of customer satisfaction.
• Administer Office 365 environments, including user provisioning, licensing, email configuration, and SharePoint/OneDrive management.
• Manage Windows Server operating systems, including installation, configuration, and ongoing maintenance.
• Perform maintenance and administration tasks for Active Directory, including user management, group policies, and domain controller management.
• Manage user access and permissions related to network and security systems.
• Monitor network performance and respond to alerts to minimize downtime.
• Maintain detailed and accurate documentation of support tickets, configurations, and processes.
• Ensure compliance with IT policies, procedures, and security standards.
• Participate in on-call rotation or after-hours support as required.
• Document processes, procedures, and configurations to maintain accurate records and facilitate knowledge sharing.

Requirements

• 3+ years of experience in a service desk or IT support role with a strong focus on customer service.
• Experience working with ITSM ticketing systems (e.g., ConnectWise).
• Knowledge of Active Directory, group policies, and user provisioning.
• Experience with Windows and/or macOS environments.
• Experience troubleshooting Microsoft 365-related authentication, email, application, and connectivity issues.
• Hands-on experience supporting VPNs, remote access, and site-to-site tunnels.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Qualifications

• Industry certifications such as CompTIA Network+, CCNA, Fortinet NSE, or similar.
• Familiarity with ITIL best practices.
• Experience developing and maintaining PowerShell scripts to automate administrative tasks, system configurations, and routine IT processes.