Service Desk Engineer

Overview

On Site
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - Contract

Skills

MICROSOFT EXCEL
MICROSOFT OFFICE
ACTIVE DIRECTORY
SERVICENOW
MICROSOFT SHAREPOINT
IT SERVICE MANAGEMENT
Problem solving
WIDE AREA NETWORKS
MOBILE DEVICE MANAGEMENT
printing
web applications
Incident Management
Microsoft Windows
Self Motivation
Networking Skills
User Assistance
Operational Systems
Computer Architecture
Citrix Systems
Desktop Computing
Directory Service
Internetworking
Laptops
Remote Desktop Services
Tablet Computers

Job Details

Job Title: Service Desk Engineer
Job Location: Scottsdale, AZ
Job Type: Contract

Job Description:

  • Provide L1 technical support through phone, chat, and email for all inbound service desk requests.

  • Accurately log, categorize, and prioritize incidents and service requests as per defined procedures.

  • Troubleshoot and resolve basic issues related to:

  • Windows applications and OS

  • Internet connectivity and VPN

  • Printers and hardware

  • Email and Office 365 administration

  • Active Directory user and password management

  • Citrix and remote desktop access

  • Manage tickets that require assistance or escalation from L1 engineers.

  • Escalate complex issues to the appropriate resolver groups using the IT ticketing system.

  • Perform installation, configuration, and upgrades for desktop hardware and software.

  • Provide basic user training on software, hardware, and peripheral devices.

  • Handle queue management efficiently and ensure SLAs are met.

  • Participate in Major Incident Management (MIM) coordination when required.

  • Provide on-call support as needed.

  • Document all incidents, problems, and resolutions in the ITSM tool accurately.

  • Maintain a strong focus on customer satisfaction and proactive issue resolution.

Technical Skill Set:

  • Operating Systems: Microsoft Windows, Mac OS

  • Applications: Office 365, SharePoint, Citrix

  • Networking: Basic LAN/WAN troubleshooting, VPN

  • Directory Services: Active Directory user and group management

  • Hardware: Laptops, Desktops, Tablets, Printers

  • Mobile Devices: Android, iOS

  • Tools: ServiceNow, Remedy (or similar ITSM tools)

Nice to Have:

  • Mobile Device Management (MDM) experience

  • Excel reporting skills

  • Basic understanding of virtualization and web-based apps

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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