Description

Purpose

The IT Service Desk Engineer provides advanced technical support to clients and employees, bridging the gap between first-tier support and senior technical resources. This role focuses on resolving more complex issues that require deeper technical knowledge and may involve mentoring tier 1 Service Desk Technicians.

Responsibilities

The responsibilities for this position include the following:

• Manage and resolve escalated incidents and service requests that tier 1 Service Desk technicians are unable to resolve.
• Perform advanced troubleshooting and diagnostics on hardware, software, and network issues.
• Coordinate with other technical teams for complex issue resolution.
• Document solutions and provide knowledge transfer to tier 1 Service Desk Technicians.
• Assist in developing and maintaining documentation, including FAQs and training materials.
• Manage user accounts and permissions with a deeper understanding of security and compliance.
• Implement and support more complex changes and upgrades, ensuring minimal disruption to users.

Qualifications

Competencies and Qualities

Qualified candidates must have the following competencies and qualities:

• Strong analytical and problem-solving skills with the ability to troubleshoot complex issues
• In-depth knowledge of IT infrastructure, including networking, cloud solutions, and operating systems
• Excellent communication skills, with the ability to explain technical issues to non-technical users
• Able to work independently while effectively collaborating with team members
• Proactive approach to identifying and resolving potential issues before they escalate
• Strong organizational skills with the ability to prioritize tasks effectively

Education, Experience, and Certifications

Required

• Bachelor's degree in information technology or related field of study, or equivalent experience 
• 2-4 years of experience in IT support, with at least 1 year in a tier 2 or equivalent role.
• Advanced experience with the following:
  • System hardware, software, and operating systems
  • Cloud solutions such as Google Workspace and AWS
  • Active Directory and Group Policy administration
  • Voice technologies and phone systems
  • Asset management
  • Ticketing systems such as Jira Service Management

Preferred

Relevant certifications such as CompTIA A , Network , AWS Certified Solutions Architect – Associate

Supervisory Responsibility

While this position has no direct supervisory responsibilities, they may mentor and provide guidance to tier 1 Service Desk Technicians.

Work Environment

Work will be performed primarily in a climate-controlled office space at an HC3 facility, but this position may be approved to work remotely for a portion of the work week. If approved for remote work, employees may work from a home office that is appropriate for focused work without distractions; all remote work must comply with the Remote and Telework Policy.

Travel

Occasional travel may be required for on-site support or training.

Physical Demand

This role will require using a computer for long periods of time while either sitting or standing. May occasionally be required to climb, bend, squat, and lift and/or move up to 40 pounds.  

Position Type and Expected Hours

This is a full-time position with responsibilities that may require night and weekend work in order to perform scheduled maintenance or other tasks as required during non-business hours.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Activities, duties, and responsibilities may change at any time with or without notice.