Service Desk Engineer

Why GFI?

GFI Digital is a locally owned, industry-leading provider of office technology solutions, helping businesses thrive for over 25 years. From managed IT and print solutions to networking, security, and unified communications, we make technology simple and impactful for our clients. Our success is driven by our people, and we’re committed to creating an environment where employees can grow, learn, and build long-term careers. If you’re looking for a company that truly cares about its people and its customers, GFI Digital is for you.

Service Desk Engineer Job Description

As a Service Desk Engineer, you will be responsible for delivering exceptional customer service by implementing, maintaining, troubleshooting, and optimizing workstation and server hardware, software, network equipment, and connectivity. This role requires strong customer service orientation, excellent verbal and written communication skills, and a proactive approach to supporting clients effectively.

Key Responsibilities

• Participate in white-glove calls, especially during high-urgency or sensitive technical escalations, delivering calm, expert communication and resolution
• Deploy technical solutions to solve recurring issues, improve system performance, or implement new services for clients
• Analyze trends in ticket data or client feedback to identify areas for technical improvement and proactively address potential issues
• Troubleshoot network equipment such as switches, firewalls, and wireless access points
• Remediate compromised accounts via anti-virus/malware software
• Support various email systems (O365, GSuite) using SPAM filtering tools (Graphus, Inky, Mimecast, Defender)
• Administer and maintain end-user accounts, permissions, and access rights (e.g., password resets, new user/workstation setups)
• Set up, install, and troubleshoot various products, including the Microsoft Office Suite and other Windows applications
• Provide third-party vendor management assistance
• Ensure that Service Level Agreements are met for all customers

Qualifications

• 3-4 years of hands-on IT support experience in a similar role (deploying and troubleshooting Windows workstations and applications, supporting and maintaining Windows Server environments)
• 3 years of MSP experience
• Working knowledge of Windows Servers and Networking hardware protocols
• Strong documentation skills, producing accurate documentation related to client environments and issue resolution
• Able to effectively prioritize and execute tasks in a high-pressure environment
• Keen attention to detail
• Ability to absorb and retain information quickly
• Highly self-motivated
• Proven analytical and problem-solving abilities
• Solutions-focused
• Able to multi-task and organize and prioritize deadlines accordingly
• Always exhibit professional appearance and demeanor

Preferred Qualifications

• Education: College Diploma or Degree in Computer Science
• Experience: 3-4 years of Hands-on IT support experience. Experience working with third-party vendors.
• Certifications: Microsoft, CompTIA, Cisco, and others

Soft Skills

• Precise attention to detail and a high level of organization
• Excellent communication and interpersonal skills
• Highly self-motivated and directed
• Able to meet deadlines and follow clear instructions

Benefits & Perks

• Financial & Retirement: 401(k) with company match to help you plan for the future
• Health & Wellness: Medical, Dental, and Vision Insurance, Health Savings Account (HSA), Flexible Spending Account (FSA), Life Insurance coverage, Employee Assistance Program (EAP) for confidential counseling and support services, Paid Time Off starting on your hire date, Sick Time Off, Employee Discount Program for added savings