Help Desk Engineer

Job Overview:

We are seeking a detail-oriented, energetic and experienced Support Engineer to join our growing team. Candidates must have at least two years of experience in an IT Support or Systems Administration role and be capable of working in a fast-paced and dynamic environment. In this role, you will be responsible for providing front line support to end-users and developers across the enterprise including both desktop and server environments. Continued growth through collaborative projects with the Desktop Engineering, Systems Administration and Infrastructure teams is encouraged and expected. 

Responsibilities:

• Monitor and respond quickly and effectively to requests received through the service desk system

• Primary support of issues reported across both desktop and server environments (physical and virtual)

• Respond to reported issues in person, chat, by phone and/or via email as required

• Diagnose and troubleshoot desktop related issues in a mixed physical and virtual desktop environment

• Diagnose and troubleshoot server related issues in a mixed Windows, Linux and Cloud environment

• Deliver and manage collaboration, printing, phone, conferencing and other related systems

• Support employee mobile devices through a mobile device management platform (MDM)

• Support the full employee lifecycle from user onboarding to interdepartmental transfers and terminations

• Document known solutions to known problems and provide cross training as necessary

• Manage SLAs and project deadlines while keeping management informed of critical issues

• Occasional night and weekend work may be required to support on-call schedules

Qualifications:

• 2+ years of experience in an IT Support or Systems Admin role

• Demonstrated experience supporting workstations and servers running Microsoft Windows

• Excellent organizational, analytical and problem solving skills

• Ability to work independently and respond to open issues in a timely fashion

• Ability to collaborate with internal and external teams to achieve effective work outcomes

• Strong customer services skills and ability to interact directly with end users as needed

• Experience managing end user workstations, both physical and virtual

• Experience onboarding new users ensuring they have all of the access rights to perform their work

• Understanding of Active Directory and how group policies affect end user devices

• Experience building and imaging workstations with automated deployment tools

• Experience deploying and managing software using automated deployment tools

• Ability to lift up to 50 pounds, if necessary

Technical Plus:

• Experience supporting Unix/Linux systems is a plus, but not a requirement

We maintain a friendly, team-oriented environment and place a high value on professionalism, attitude and initiative.