Service Desk Engineer

About the Role

The Service Desk Engineer is responsible for providing technical support across all areas of user support, systems administration, and troubleshooting software, hardware, and network issues. This role requires strong technical and communication skills, a proactive customer service mindset, and the ability to work independently and collaboratively to resolve technical issues in a timely manner.

Responsibilities

• Participate and collaborate with other help desk engineers to resolve technical issues
• Diagnose and resolve system issues related to Windows Operating System operations
• Understand fundamentals of Security and the necessity of keeping the environment secure and updated
• Provide support for core Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint
• Assist remote customers with system and software issues and drive to satisfactory resolution
• Diagnose computer hardware and related peripheral issues and provide solutions
• Troubleshoot mobile/tablet device issues and have familiarity with Android OS
• Set up new Desktop/Laptop for onboarding new users using standard imaging

Qualifications

A Microsoft System Administrator Certification (MCSA) is a plus. A Bachelor's Degree in Information Technology, Computer Science, or a related field is preferred. The ideal candidate will have 3-5 years of experience providing IT support in enterprise-level environments, with experience in Active Directory, Office 365, VMware, and helpdesk ticketing systems.

Skills

• Demonstrated 3-5 years of strong technical support experience with enterprise-wide understanding of how to maintain operational systems
• Possess analytical and conceptual thinking skills with innovative capacity and effective problem-solving skills
• Strong time management skills with a demonstrated ability to prioritize tasks based on urgency and importance
• Strong verbal and written communications with ability to effectively communicate at all levels
• Ability to work effectively in a fast-paced changing environment, with multi-tasking and prioritization skills

Physical Requirements

While performing the duties of this job, the employee is regularly required to sit, speak, and hear. The role frequently requires standing, walking, bending, reaching, and use of hands to operate computer systems and tools. The employee may occasionally lift and/or move equipment weighing up to fifty (50) pounds.

Work Conditions

This role is performed in an office and IT lab environment with occasional visits to production or warehouse areas. The work involves standard indoor office conditions with controlled temperatures and lighting. There may be occasional exposure to electrical components, confined server rooms, and moderate noise levels from equipment. Occasional evening or weekend work may be required during system upgrades or emergencies.