IT Help Desk Engineer

Advanced understanding of Microsoft operating systems Advanced understanding of common business applications Advanced understanding of printing systems Advanced understanding of network systems Interpersonal skills (video, telephony, communication, active listening, customer-care) Diagnosis skills of technical issues Ability to multi-task and adapt to changes quickly Technical awareness to match resources to technical issues Service awareness of all organization’s key IT services Understanding of support tools, techniques, and how technology is used Typing skills for quick and accurate service request entry Self-motivated with ability to work in a fast-moving environment 3 years minimum previous help desk, service desk, desktop support, network admin, field service or related experience and/or relevant education Professional IT certifications preferred (Microsoft, Cisco, CompTIA, ConnectWise, LabTech, Microsoft 365, Azure) AA/AS degree in computer science or related field preferred

Provide remote and on-site support for managed services customers Support workstations, servers, cloud services, printers, networks, and hardware/software Handle ad-hoc escalation requests Facilitate planned ongoing maintenance Assist with improvement projects Improve customer service, perception, and satisfaction Ensure fast turnaround of customer requests Communicate effectively in a team environment Route requests to the proper resource for quick resolution Escalate service requests requiring more senior support Enter time and expenses as they occur Complete assigned training materials Enter all work on service tickets