Service Desk Engineer

Incident Management 

• Respond to customer inquiries, providing effective and timely resolution to technical problems. 

• Diagnose and resolve hardware, software, and basic network issues, ensuring minimal downtime for our employees. 

User Support and Training 

• Assist users with system functionalities, guiding them through features and troubleshooting common issues. 

• Develop and maintain support documentation and user guides to help customers effectively use our systems. 

System Monitoring and Maintenance 

• Regularly monitor system performance, identifying and resolving potential issues before they impact users. 

• Perform system updates and patching to ensure the security and efficiency of our IT infrastructure. 

Collaboration and Escalation 

• Work closely with the service desk team to escalate complex issues, ensuring they are resolved in accordance with SLAs. 

Continuous Improvement 

• Keep abreast of new technologies and trends in customer support to continuously improve service delivery. 

• Participate in training and development opportunities to enhance technical and customer service skills. 

What you will have: 

• 3+ years of experience in a technical support or service desk role. 
• 3+ years of experience with troubleshooting and resolving issues within Microsoft 365 administrative portals. 
• Strong foundational knowledge, including the troubleshooting of Windows & Mac in a hybrid Entra ID environment. 
• Excellent communication and interpersonal skills, with a focus on providing outstanding customer service. 

• Ability to work in a fast-paced environment and manage multiple tasks simultaneously. 
• Familiarity with service desk software (e.g., Connectwise PSA, Zendesk) and remote support tools. 
• A collaborative team player with a positive attitude and the ability to adapt to changing priorities. 
   

What will set you apart: 

• Experience with supporting executives in a corporate environment. 
• ITIL, CompTIA A+, or other relevant Microsoft or Apple certifications. 
• Experience with cloud services platforms, preferably Azure. 
• Proficiency in using and supporting users with mobile applications and devices within Intune. 
• Ability to create and maintain technical documentation and user guides. 
• Previous experience in a customer-facing role within a dynamic service desk environment. 

What We Offer:    

• Onsite work environment with work-from-home flexibility, fostering collaboration and relationship building with peers, cross-functional partners and leadership.    
• The stability and resources of an industry-leading company successfully operating for 25 years, with the agility and innovation of a startup, allowing you to make a significant impact and shape our future.   
• Growth & Development – Each team member has a visible and immediate impact on the business, offering abundant opportunities for personal and professional growth as we scale in size and sophistication.   
• Healthcare plans that include health/dental/vision insurance, 401K Plan, company-paid life insurance and short-term disability, flexible spending account options and more.   

• Paid time off, including sick days & holidays to support work-life balance.   

We are proud to be an EEO/AA employer. Applicants for employment are considered without regard to race, creed, color, religion, sex, sexual orientation, marital status, national origin, age, and disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard.