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. Schedule: This is a Full-Time position in the office. Key Responsibilities Participate in white-glove calls, especially during high-urgency or sensitive technical escalations, delivering calm, expert communication and resolutionDeploy technical solutions to solve recurring issues, improve system performance, or implement new services for clientsAnalyze trends in ticket data or client feedback to identify areas for technical improvement and proactively address potential issuesTroubleshoot network equipment such as switches, firewalls, and wireless access pointsRemediate compromised accounts via anti-virus/malware softwareSupport 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 applicationsProvide third-party vendor management assistanceEnsure 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 experienceWorking knowledge of Windows Servers and Networking hardware protocolsStrong documentation skills, producing accurate documentation related to client environments and issue resolutionAbility to effectively prioritize and execute tasks in a high-pressure environmentKeen attention to detailAbility to absorb and retain information quicklyHighly self-motivatedProven analytical and problem-solving abilitiesSolutions-focusedAbility to multi-task and organize and prioritize deadlines accordinglyAlways exhibit professional appearance and demeanor Preferred Qualifications Education: College Diploma or Degree in Computer ScienceExperience: 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 organizationExcellent communication and interpersonal skillsHighly self-motivated and directedAble to meet deadlines and follow clear instructions Benefits & Perks We believe in taking care of our team both professionally and personally. That’s why we offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Financial & Retirement 401(k) with company match to help you plan for the futureReferral bonus program. Get rewarded for bringing great people to the team. Health & Wellness Medical, Dental, and Vision InsuranceHealth Savings Account (HSA)Flexible Spending Account (FSA)Life Insurance coverageEmployee Assistance Program (EAP) for confidential counseling and support servicesPaid Time Off starting on your hire dateSick Time OffEmployee Discount Program for added savings