Service Desk Engineer

Job Description

• Associates Degree in Computer Science, in related IT major

• 2 or more years of experience in a Help Desk environment supporting

internal and/or external clients required.

• Experience with Jira Service Desk , O365, Active

Directory, Exchange, SharePoint, Windows and Mac OS, Basic

Programming Languages and Power Shell.

• Knowledge in Adobe CC, InContact and SQL is a plus. OS:

• Must be able to effectively manage time by analyzing workload,

assigning priorities, and maintaining focus on productive endeavors.

• Highly organized and independent, able to multi-task and stay

organized in managing client needs

• Good communication skills, verbal and written.

• Willing to work on shifting schedule and holidays.

Responsibilities:

Service desk will be responsible for the following;

• Provide high level of service and technical support to internal users on a

variety of technology issues over the phone, through email, in person,

and online chat.

• Research, troubleshoot, and document unresolved issues; escalate them

to the next level of support personnel. Maintain ownership of issues

from open to resolution and maintain accurate tracking.

• Responsible for communicating system outages or impairments to the

organization per established guidelines and procedures.

• Working with the vendor to order equipment and resolve issues.

• Accountable for shift supporting 24/7 monitoring of system activity to

ensure systems are performing appropriately and any outstanding

issues have been addressed.