What are the responsibilities and job description for the Service Desk Engineer position at Rygen Technologies?
About the Role
The Service Desk Engineer is the first point of contact for providing technical support to Rygen Technologies’ employees and customers. You will be responsible for the end-to-end lifecycle of service requests ensuring that they have been appropriately prioritized and escalated as necessary.
Responsibilities
- Monitor queues and respond to service requests in a timely fashion
- Resolve issues related to laptops, printers, phones, and other user hardware
- Manage user access to internal systems with a ‘least privilege’ mentality
- Oversee technical preparation for on-boarding new hires to include asset assignment, mailbox creation, software licensing, etc
- Maintain accurate hardware inventory
- Install and maintain anti-virus software
- Maintain knowledge base of triage documentation
- Empower our employee base by providing technical education when the opportunity presents itself
- Identify and suggest possible improvements on policies and procedures
- Some travel may be required
Qualifications
- Experience as a Service Desk Engineer or other customer support role
- Experience with customer support platform such as HubSpot ServiceHub
- Experience supporting end-user operating systems such as Windows 10/11 and MacOS
- Familiarity with Microsoft 365 Suite
- Familiarity with hardware inventory management tooling
- Familiarity with networking concepts such as LAN, WLAN, Domain and DNS management
- Comfortable providing technical support remotely
- Security oriented mindset
- Excellent communication skills and independent worker
- Customer-oriented and cool-tempered
- Must be able to receive constructive feedback
- Ability to maintain professional and friendly relationships with peers
- Preferred bachelor’s or associate degree in IT, Computer Science, or relevant field