Service Desk Engineer

Company Description

• Answers the Service Desk line in a courteous, friendly, and helpful manner in accordance with management standards; verifies proper queue coverage before leaving their phone; and answers mobile in accordance with IT standards
• Addresses, documents, and works Incidents assigned to Service Desk Team or Self in the Service Desk Management application
• Ensures Work Stoppage and VIP Incidents are properly submitted into the Service Desk Management application
• Submit a Service Desk report to Supervisors at the end of each week
• Escalates Incidents in a proper manner, including Critical Incident Management
• Use any free time not needed to fulfill the above duties to do self-training to develop knowledge and skills and serve as a Mentor to Peers in areas of expertise (Subject Matter Expert)
• Responsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility
• Troubleshoot Microsoft Windows, Office, Outlook and PC hardware issues.
• Submit weekly Service Desk reports to supervisors.
  

Qualifications

• Bachelor's degree in IT or related field required
• Work experience with Active Directory Users and Computers in an Enterprise environment, and a good understanding of Network structure
• Experience working with remote domain users and Virtual Private Networking is equally important
• The applicant must have experience working and troubleshooting Microsoft Office suites, Microsoft Outlook for email, and Microsoft Windows 7 to 11.
• You should possess effective communication, time-management, and interpersonal skills
• Experience troubleshooting and replacing PC hardware in a large office or enterprise environment