Role Summary
The IT Service Desk Engineer plays a key role in ensuring stable, responsive IT support for end users across multiple locations. This position serves as a frontline technical resource, resolving issues efficiently while coordinating with internal teams and external vendors when escalations are required.
In this role, you will troubleshoot hardware, software, and connectivity issues, maintain accurate documentation, and contribute to continuous improvement efforts within the service desk function. Your work will directly support business productivity and user satisfaction while reinforcing operational standards and best practices.
Key Responsibilities
Diagnose and resolve hardware, software, and system issues through Tier 1 support and coordinated escalation
Provide support for connectivity issues including Ethernet, TCP/IP, DNS, VPNs, and wireless access
Install, configure, and support desktops, laptops, printers, mobile devices, and related peripherals
Assist with administration and support of Windows environments, Active Directory, Office 365, Azure, Intune, and Exchange
Maintain accurate ITSM ticket documentation and update knowledge base articles as needed
Collaborate with infrastructure, engineering, and vendor partners to resolve complex issues
Identify recurring issues and recommend process or technical improvements
Support IT field projects, equipment deployments, and on-site technical needs as required
Key Requirements
2+ years of experience in a service desk, help desk, or technical support role supporting end users
Hands-on experience with Windows 10/11, Windows and Mac environments, and Microsoft Active Directory
Working knowledge of Microsoft Office 365, Azure, and Intune
Familiarity with ITSM/ticketing systems and standard incident management processes
Exposure to server infrastructure, printers, scanners, and mobile devices (iOS/Android)
Strong troubleshooting, documentation, and organizational skills
Excellent communication skills with the ability to support both technical and non-technical users
Additional Requirements
Availability for occasional after-hours support
Ability to lift and move IT equipment (approximately 5–15 lbs.)
Valid driver’s license and willingness to travel up to 20%
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