JOB SUMMARY:

The Help Desk Engineer's responsibilities include ensuring the organization’s managed services clients receive fast, professional and technically accurate remote and on-site resolution of Windows desktop, local area network and basic information technology issues. Working in client systems as well as performing network troubleshooting is a daily activity in this role. Ability to complete escalated tickets with a high level of generalized IT proficiency is a must for the role’s ideal candidate.

JOB DUTIES AND RESPONSIBILITIES:

• Troubleshoot and resolve service tickets, assisting clients in both technical and scheduling assistance as required.
• Perform technical support by administering and troubleshooting network, systems and application related tasks
• Escalate service requests that require Senior Engineer level support
• Design and maintain process documentation for the service team
• Manage the process of implementing change efficiently and effectively
• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• Ensure consistency of existing systems through maintaining, and enforcing standards/procedures for
  implementing solutions
  
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise as they occur
• Enter all work as activities, service tickets, or project tickets in ConnectWise
• Review relevant publications and online materials to remain up-to-date with current and future trends
  emerging in the industry
  

EDUCATION AND EXPERIENCE:

• Bachelor’s degree preferred in computer science, business administration or a related field
• Professional IT Certifications, aren’t necessary but are considered favorably
• 3+ of IT, MSP, or related experience
• 2+ years of increasingly responsible experience fulfilling help desk responsibilities and supporting Windows desktops, business applications and end users

KNOWLEDGE, SKILLS AND ABILITIES:

• Advanced proficiency administering computer networking technologies and all modern Microsoft Windows desktop operating systems as well as Windows server functions
• Advanced proficiency administering Microsoft Office productivity suites
  
• Advanced proficiency administering common Cisco, SonicWall, Fortinet, routers
• Advanced proficiency administering network systems and technologies, ie HP and Cisco Switch Configurations, VLAN, VPN, NAT, Routing, and Wireless systems
  
• Advanced proficiency administering systems and tools such as Exchange, SQL, StorageCraft, SAN,Citrix, VMware, Hyper-V, M365, Azure, Active Directory, Group Policy, and other MS Cloud and Hosted Solutions
  
• Must have a continuously growing knowledge of industry applications, processes, software, and equipment
  
• Strong organizational, presentation, and customer service skills
• Skill in planning and preparing written communications
• Interpersonal skills such as: telephony, communication, active listening and customer-care
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Service awareness of all organization’s key services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide services
• Self-motivated with the ability to work in a fast-paced environment

Industry

Louisville Geek

Role

IT Engineer

Locations

Louisville Geek Headquarters

Remote status

Hybrid Remote