Description

Purpose

The Service Desk Engineer provides direct technical support to HC3 clients and employees. This role helps minimize downtime and the impact of IT disruptions for end users by effectively troubleshooting reported issues and proactively maintaining underlying systems. As a primary point of contact and facilitator for end users with IT needs, the Service Desk Engineer plays a critical role in building client trust and employee morale by quickly responding to and resolving issues and support requests. A successful Service Desk Engineer understands the importance of clear communication and effective collaboration to ensure end users' needs are met.

Responsibilities

The responsibilities for this position include the following:

• Install, assess, troubleshoot, maintain, and upgrade IT equipment for end users, including computers, copiers, printers, and scanners so that they perform optimally.
• Update service tickets with troubleshooting and resolution steps in a timely manner to keep end users informed.
• Create end user self-help documentation to help users perform common IT tasks or troubleshoot IT problems on their own.
• Provide effective IT onboarding for new employees to include provisioning all necessary systems access and computer hardware, and ensuring new employees know how to get IT support when needed.
• Manage user access to systems, including adding, changing, and removing access as needed.
• Perform proactive maintenance of computer networks, hardware, software, and other equipment at regular intervals to ensure optimal performance and security.
• Communicate effectively with non-IT employees and teams to ensure end users have the information they need to interact successfully with IT systems and the Service Desk.

Qualifications

Competencies and Qualities

Qualified candidates must have the following competencies and qualities:

• Technically Knowledgeable: Has a solid understanding of technology systems, both hardware and software, and is able to effectively diagnose and resolve technical issues.
• Customer Service Oriented: Able to communicate clearly, effectively, and promptly with end users and provide excellent customer service.
• Problem Solver: Able to assess problems in a timely manner, come up with creative solutions, and make informed decisions to resolve them quickly.
• Attentive to Details: Careful and thorough approach to work, with an eye for detail and a commitment to accuracy.
• Effective Time Manager: Able to manage multiple tasks, prioritize effectively, and meet deadlines, while providing high quality support to end users.
• Team Player: Able to work effectively with coworkers and be a positive, collaborative team member.
• Adaptable: Able to adapt to changing technologies and systems and changing business requirements.
• Continual Learner: Proactively research to resolve IT issues, frequently search the company intranet to find or improve existing information, and seek to learn and grow in the IT field.
• Communication Focused: Able to listen actively, provide clear explanations, and write concise professional ticket updates, emails, reports, end user instructions, and continuity documentation.
• Professional and Calm: Able to handle stressful interactions with empathy, patience, and a focus on resolution.
• Dependable: Reliable, responsible, and trustworthy, with a strong commitment to quality and end user satisfaction.

Education, Experience, and Certifications

• Bachelor's degree in information technology or related field of study, or commensurate job experience
• At least 2 years of Help Desk experience or commensurate experience assisting end users with IT usage and troubleshooting
• Intermediate experience with the following:
  • System hardware, software, and operating systems
  • Cloud solutions such as Google workspaces and AWS
  • Active Directory and Group Policy administration
  • Voice technologies and phone systems
  • Triaging tickets and prioritizing

Supervisory Responsibility

This position has no direct supervisory responsibilities.

Work Environment

In most cases, work will be performed in a climate-controlled office space. 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

This role requires no travel.

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.