IT Service Desk Engineer

Primary Purpose:

The IT Service Desk Engineer role is accountable for supporting and resolving technical issues involving hardware, software, or cloud-based applications. This role will manage the relationships with clients (advisors and employees) by becoming a trusted resource by effectively communicating technical and non-technical topics with all levels of the organization.

Key Responsibilities and Essential Functions:

• Respond to phone calls, emails, and client requests for technical support including but not limited to hardware, software, and cloud-based issues.
• Identify, research, and resolve technical problems on the delivery, configuration, maintenance, and troubleshooting of computer systems, ensure timely resolution and follow-up.
• Use feedback from clients to improve problem solving techniques and identify ways to improve efficiency in processes and procedures.
• Perform remote troubleshooting through diagnostic techniques and asking pertinent questions.
• Prioritize ticket que efficiently and communicate updates to clients.
• Document technical issues and client interactions within ticketing system.
• Create knowledge base articles for common or complicated issues.
• Train users in the proper use of hardware and software.
• Familiarity with MS Teams Voice, Office 365 products, Azure, and new PC set-up requests.
• Assist with conference room equipment setup and other business needs.
• Other special projects and duties as assigned within functional/knowledge area.

Job Specifications:

• Bachelor’s degree in information technology, computer science, computer information systems, or equivalent experience, preferred.
• 1-3 years of IT Help Desk experience, preferred.
• IT related certifications (A , ITIL, Microsoft server, etc.), preferred.
• Network administration skills, Mac Operating Systems, PC technical repair and troubleshooting experience, preferred.
• Knowledge of computer programs including current Microsoft Operating Systems and Microsoft Office products, required.
• Ability to learn and implement new technologies.
• Ability to collaborate across all levels of an organization. Personable, approachable with a positive attitude in providing service excellence.
• Strong technical communication skills with ability to be client-facing with good business acumen. Active listener.
• Ability to handle pressure and demanding situations with resourcefulness, tact, and confidence.
• Ability to work independently with effective time management, organization, and problem-solving skills.
• Ability to manage multiple priorities and projects; prioritize, triage, and resolve conflict effectively.
• Ability to maintain confidentiality, exercise discretion, make solid judgements and act with integrity, professionalism and empathy.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar.

Competitive benefit package available.