What are the responsibilities and job description for the IT Service Desk Engineer position at HC3?
Job Details
Irondale - IRONDALE, AL Full Time Negligible Day Information Technology
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:
Competencies and Qualities
Qualified Candidates Must Have The Following Competencies And Qualities
Required
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.
Irondale - IRONDALE, AL Full Time Negligible Day Information Technology
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.
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
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
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.
