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 to provide services. Typing skills for quick and accurate entry of service request details. 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/education. Professional IT certifications preferred but not required (Microsoft, Cisco, CompTIA, ConnectWise, LabTech, Azure). AA/AS degree in computer science or related field preferred but not required.

Provide remote and on-site IT support for managed services customers. Support workstations, servers, cloud services, printers, networks, and vendor 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 within a team. Route requests to the proper resource for efficient resolution. Escalate service requests requiring senior support. Enter all work on service tickets. Document maintenance for computer systems and network infrastructure. Communicate with customers regarding incident progress, changes, or outages.