Help Desk Engineer

Overview

The Senior IT Help Desk Engineer will provide first line support for our internal customers. They will follow standard processes and be required to document and resolve technical issues relating to hardware, software, or general computer usage. They will perform request fulfillment of common IT tasks including employee onboarding, user account management, and other related requests as assigned.

Duties & Responsibilities

• Provide first level contact and problem resolution for all users with hardware, software, and application problems.
• Document activities thoroughly using an internal ITSM ticketing system.
• Uses expertise in customer service and technical knowledge to resolve issues surrounding usage and training on software and/or hardware products.
• Conducts troubleshooting of PC hardware/software and printer problems.
• Create internal and end user documentation of technical solutions.
• Assist with managing systems configurations using Microsoft Intune and other enterprise systems management platforms.

Skills Required

• Excellent time management skills, resource organization and priority establishment skills, and ability to multi-task in a fast-paced environment
• Strong analytical problem-solving skills
• Excellent written and verbal communication skills to all levels of the company and ability to communicate technical information to nontechnical personnel
• Attention to detail and organized
• Ability to effectively establish rapport with end users.
• Proficiency in common desktop tools including Microsoft Office 365 and Microsoft Windows 10/11.
• Understanding of enterprise platforms and Microsoft products including Active Directory, Azure and Intune.
• Proficiency with Apple iOS is a plus.