Service Desk/ Desktop Support Engineer

Overview

On Site
Depends on Experience
Contract - W2
Contract - Independent
Contract - 12 Month(s)

Skills

Windows
Active Directory (AD)
Avamar
VMware
Citrix
Exchange
SCCM
ITSM

Job Details

Job Title: Service Desk Engineer

Location: Plymouth, MA (Onsite)

Job Description

We are seeking an experienced Technical Service Desk Specialist with a strong background in phone support and advanced troubleshooting for Windows environments.

Requirements

  • Minimum 6 years of phone support experience (mandatory)
  • At least 6 years of technical service desk experience supporting Windows environments
  • Level 3 expertise in Windows 10 and Windows 11
  • Experience with Windows buildout and deployment
  • Proficient knowledge of Windows, Active Directory (AD), Avamar, VMware, Citrix, Exchange, SCCM, SCOM, and related technologies
  • Experience with ITSM ticketing tools such as Ivanti, ServiceNow, or similar platforms

Responsibilities

  • Provide end-user support for laptops, desktops, and printers
  • Diagnose and resolve hardware, software, and network issues via phone, email, or chat
  • Escalate complex problems to internal Level 3 IT support staff as needed
  • Coordinate and manage relationships with vendors and support teams to ensure timely resolution of hardware, software, and network issues
  • Manage and resolve IT tickets efficiently, ensuring high levels of customer satisfaction and first call resolution
  • Develop and maintain Standard Operating Procedures (SOPs) and knowledge base articles for frequently encountered issues

We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action employer. We at HL Solutions do not discriminate based on Race, Religion, Color, National origin, Sex, Sexual orientation, Gender identity, Gender expression, Age, and Disability status.
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