It Service Desk Engineer

POSITION OVERVIEW : Systems Integration Specialist

POSITION GENERAL DUTIES AND TASKS :
Summary/Job Purpose:

Provides IT support and responds to technical issues from end users; resolves software and equipment problems; tracks issues for timely resolution; updates users on request status. Also applies innovation and automation to optimize business operations.

Responsibilities:

• Independently troubleshoot hardware and software for end users.
  
• Adhere to established ITSM and other technology policies and processes.
  
• Adhere to routines for quality, efficiency, and security per SLA and SOC1 regulations.
  
• Prepare and review technical documentation for knowledge articles as required.
  
• Ensure compliance of application turnover documents before production.
  
• Resolve support tickets with minimum escalation.
  
• Assist in resolving infrastructure and application issues.
  
• Install and maintain infrastructure and desktop applications.
  
• Update routines for new products or methods.
  
• Maintain runtime performance and availability.
  
• Present performance metrics to the management team.
  
• Manage multiple tasks concurrently.
  
• Handle C-Level matters with discretion.
  

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Problem Solving - Identifies root causes and resolves problems in a timely manner.
  
• Teamwork - Balances team and individual responsibilities.
  
• Judgement - Makes timely and sound decisions.
  
• Planning/Organizing - Prioritizes and plans work activities.
  
• Quality - Demonstrates accuracy and thoroughness.
  
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities.
  
• Innovation - Employs original thinking and creativity
  
• Customer Service - Demonstrates a positive customer service attitude and adept at oral and written communication
  

Education and Experience Required:

Diploma/Degree & Experience

• Bachelor's degree (B. A / B.Sc.) from four-year college or university
  
• 8+ years hands on experience in IT Service Desk and Field Support environments.
  
• Excellent verbal, written, and interpersonal skills. Must have the ability to communicate effectively with users at all technical skill levels.
  
• Extensive experience maintaining and troubleshooting Windows PCs and environment
  

Technical Skills Required

Experience in setup, administration and support of the following technologies:

• Azure Portal (Azure VD, Entra ID)
  
• Intune, including Company Portal
  
• M365/Exchange Admin Center
  
• Microsoft Teams Admin Center
  
• Active Directory
  
• Powershell
  
• Automation
  
• Endpoint Central
  
• Microsoft Windows 11
  

Macbook support is a plus

Experience in the following system and skills:

• MS Teams Conference AV system
  
• Mobile devices (iPhone/iPad)
  
• CyberArk Endpoint Privilege Manager
  
• CyberArk Privileged Access Management
  
• GPO
  
• DHCP
  
• DNS
  
• Zscaler
  
• Okta
  
• Bitlocker