Cloud Destinations LLC
Cloud Destinations LLC

Service Desk Engineer

San Francisco, CA, US • Posted 1 day ago • Updated 8 hours ago
Contract W2
6 Months
No Travel Required
On-site
Depends on Experience
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Fitment

Dice Job Match Score™

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Job Details

Skills

  • Active Directory
  • Computer Networking
  • Computer Hardware
  • DHCP
  • Endpoint Protection
  • IT Operations
  • ITIL
  • IT Service Management
  • Incident Management
  • Microsoft
  • Network
  • Virtual Private Network
  • DNS
  • JIRA

Summary

Position Title:  Service Desk Engineer 
Location: California, US 
Department: IT Operations 
Support Hours:
  • 5:00 PM – 11:00 PM PT
Position Overview: 
  • We are looking for a proactive and technically skilled Service Desk Engineer to provide end-user support, incident management, and operational troubleshooting across enterprise IT environments. The role involves handling L1/L2 support activities, resolving user issues, managing service requests, and ensuring smooth day-to-day IT operations. 
  • The ideal candidate should have hands-on experience with Microsoft 365, Windows environments, endpoint management, ticketing systems, and basic networking concepts. The engineer will work closely with infrastructure, security, and application teams to maintain high service availability and deliver excellent user support experience. 
Core Responsibilities: 
1. End User Support & Incident Management 
  • Provide technical support for hardware, software, network, and application-related issues.  
  • Handle incidents, service requests, and troubleshooting activities through ticketing platforms.  
  • Diagnose and resolve issues related to laptops, desktops, printers, VPN, email, and collaboration tools.  
  • Ensure incidents are logged, tracked, prioritized, and resolved within SLA timelines.  
  • Escalate unresolved or critical issues to appropriate teams when required.  
2. Microsoft 365 & Collaboration Support 
  • Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint. 
  • Assist users with password resets, mailbox access, Teams configurations, and account-related issues. 
  • Troubleshoot email flow, calendar synchronization, and collaboration platform issues. 
  • Support MFA enrollment and Microsoft Authenticator onboarding for enterprise users.  
3. User Account & Access Management 
  • Manage user accounts, permissions, and access requests across Active Directory environments. 
  • Handle onboarding, offboarding, and user provisioning following organizational access standards. 
  • Ensure proper access governance and compliance with internal security policies. 
  • Support group policy management and secure user configuration administration activities. 
  • Perform periodic access reviews and maintain accurate user permission documentation. 
4. Endpoint & Device Management 
  • Support endpoint management platforms including Intune, JAMF, and ManageEngine environments. 
  • Perform software installations, patch deployments, and standardized device configuration activities. 
  • Troubleshoot endpoint compliance, antivirus alerts, and security-related device issues efficiently. 
  • Maintain accurate asset inventory records and endpoint operational documentation consistently. 
  • Coordinate endpoint health monitoring and ensure timely remediation of detected issues. 
5. Monitoring & Operational Support 
  • Monitor operational dashboards and alerts for infrastructure and application-related service issues. 
  • Coordinate with infrastructure and cloud teams during outages and major incidents. 
  • Perform routine system health checks and operational validation activities regularly. 
  • Maintain IT operational documentation, knowledge articles, and standard operating procedures consistently. 
6. Customer Service & Communication 
  • Provide professional and user-focused technical support to internal and external stakeholders. 
  • Communicate incident updates, resolutions, and service disruptions through proper channels. 
  • Maintain high customer satisfaction through timely issue resolution and proactive follow-ups. 
  • Participate in shift handovers and operational review discussions with support teams. 
  • Ensure clear documentation and communication during major incidents and escalations. 
Key Technical Skills and Requirements: 
  • Strong knowledge of Windows operating systems and Microsoft 365 administration environments. 
  • Experience handling incidents through Jira, ServiceNow, or ManageEngine ticketing platforms. 
  • Familiarity with Active Directory, Entra ID, and enterprise access management processes. 
  • Basic understanding of VPN, DNS, DHCP, networking, and Wi-Fi troubleshooting concepts. 
  • Hands-on experience managing endpoints and resolving enterprise device-related technical issues. 
  • Knowledge of remote support tools and ITIL-based service management methodologies. 
  • Strong troubleshooting, analytical thinking, and effective technical communication capabilities demonstrated. 
  • Ability to manage multiple incidents while prioritizing tasks within SLA timelines. 
  • Experience supporting collaboration tools including Microsoft Teams, Outlook, and OneDrive services. 
  • Understanding of endpoint security, antivirus management, and device compliance monitoring practices. 
  • Ability to perform root cause analysis for recurring technical support incidents. 
  • Strong documentation skills for maintaining SOPs, asset records, and incident reports. 
Experience & Background Requirements: 
  • Bachelor’s degree in Computer Science, Information Technology, or related technical disciplines.  
  • 5-10 years of experience supporting enterprise IT service desk operations environments.  
  • Hands-on experience supporting Microsoft 365 and Windows-based enterprise user environments.  
  • Familiarity with ITIL service management processes and incident handling best practices.  
  • Exposure to cloud platforms, endpoint security, and modern workplace support technologies.  
  • Strong communication, troubleshooting, and customer handling skills within enterprise support environments.  
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.
  • Dice Id: 91097117
  • Position Id: 8970986
  • Posted 1 day ago

Company Info

About Cloud Destinations LLC

One of the leading US-based staffing and IT consulting partner. Experience exceptional service and top-tier talent across industries. Count on us for staffing solutions that cater to the unique demands of the American market.

Our experienced recruiters ensure a seamless fit within your team, accelerating success. But we go beyond staffing and empower employees with fully sponsored certification programs, keeping them ahead. Experience comprehensive benefits including health, wellness coverage, dental insurance, vision insurance, as well as flexible hours, remote work options, and a robust 401K plan to ensure a secure future at the companies we represent.

At Cloud Destinations, we bring industry expertise and a passion for excellence. From Enterprise Cloud Strategy to Managed Infrastructure Services, Digital Transformation, BI & Data Analytics, Security, Data Engineering, and more, we navigate the IT landscape with finesse. Choose us as your trusted partner, witness transformative talent and exceptional service. Let's unlock new possibilities and drive your success in the dynamic world of IT together.

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