IT Service desk Engineer

Key Responsibilities

• Install, configure, and troubleshoot desktop systems, workstations, servers, and network-related issues in a heterogeneous environment.
• Maintain passwords, data integrity, and file system security for desktop environments.
• Communicate technical information effectively to both technical and non-technical users.
• Participate in information technology and infrastructure projects.
• Conduct user training on basic and specialized computer applications.
• Triage, diagnose, and escalate work requests and incidents to the appropriate support teams.
• Resolve complex technical issues requiring analysis and evaluation of multiple factors.
• Determine appropriate methods and procedures for new assignments while coordinating with team members.
• Manage ticket backlog and provide day-to-day IT support activities.

Required Qualifications

• Associate's or Bachelor's degree in Information Systems or a related field.
• Minimum of 2 years of hands-on experience in an IT Service Desk role.
• Working knowledge of Windows, Linux, and macOS environments.
• Ability to work independently with minimal supervision.
• Strong ability to prioritize and execute multiple tasks and projects.
• Excellent problem-solving and documentation skills.
• Experience with one or more of the following technologies:
  • Active Directory
  • Microsoft 365 / Exchange
  • Linux / Unix
  • Microsoft Office
  • ServiceNow
  • Confluence / Jira
  • SCCM
  • Remote Desktop Protocol (RDP)
  • Okta / Multi-Factor Authentication (MFA)
  • Zoom and audio/video conferencing equipment, including TVs, projectors, and conference room systems
  • Windows 7, Windows 10, macOS, and Red Hat Enterprise Linux (RHEL)