The Service Desk Engineer will provide Tier 1/2 support for our Information Systems. Use knowledge and resources to diagnose and resolve issues, and escalate issues that extend beyond span of control.
Responsibilities:
- Proficiency in Active Directory, Microsoft's cloud services, Office 365, SharePoint, and OneDrive.
- Experience with troubleshooting and administering Active Directory, Azure AD, Group Policies, and policies within Microsoft Office 365.
- Responsible for resolution of Tier 1, and 2 incidents, requests, and escalations, as needed via IT ticketing system, remotely and onsite in a multi-office work environment.
- Utilize the ticketing system to monitor and respond to tickets within RFA established SLAs.
- Follow up with customers to ensure satisfactory service and, if applicable, guide the end user through step-by-step problem-solving processes.
- Excellent analytical and technical skills with strong written, verbal, and interpersonal skills.
- Conduct root cause analysis of recurring incidents and recommend improvements to prevent future occurrences.
- Support in management of inventory of assets available for workforce users.
- Develop and maintain a knowledge base to document solutions to common issues.
- Highly organized individual with ability to learn quickly, prioritize, and an eye for attention to detail.
- Collaborate with other IT teams to provide solutions to complex technical issues.
- Supporting conference room technology as needed for remote meetings, utilizing Zoom and Microsoft Teams.
- Participate in ongoing IT projects and initiatives assigned by the IT Director/Manager.
- SharePoint Development and Support (plus)
- Webpage Development and Support (plus)
Qualification Requirements:
- Strong working knowledge of client-based technologies with 4 + years of experience with like Windows Active Directory Services: DNS, Active Directory (on prem and Azure), Group Policy.
- Experience with Microsoft 365 Administration: EOL, Teams, SharePoint.
- Strong knowledge of the Microsoft toolset, both on-premises and cloud-based.
- Strong Proficiency in PowerShell or other scripting languages.
- Knowledge of new and emerging enterprise technologies (ex: Intune, Windows Analytics, Autopilot)
- Experience with JAMF and other RMM & MDM solution.
- Strong communication, collaboration, and documentation skills.
- Demonstrated expertise in IT support in retail or field-based environments, a plus.
- Experience developing creative solutions to complex problems.
- Bachelor's degree in computer science, Technology Systems Engineering or a related field preferred.
- Preferred Industry Certifications: ITIL, Microsoft, CompTIA
Annual salary for this position is $55,000 - $65,000.
Equal Opportunity Employer