Dedicated-Onsite Service Desk Engineer

Culture Fits•Medford, OR

2d•Onsite

About The Position

They are a growing Managed Service Provider seeking a dedicated-onsite Service Desk Engineer to join their service delivery team supporting mid-market clients. This role is ideal for a technically strong, client-facing engineer who thrives in fast-paced environments, values documentation and process, and takes pride in delivering exceptional support. As a Service Desk Engineer, you will be the primary onsite technical resource for your assigned client, working closely with internal service delivery teams to ensure stability, performance, and long-term success of the clients IT environment. You will play a critical role in troubleshooting, infrastructure improvement, documentation, and end-user satisfaction.

Requirements

4+ years of experience in a support or systems role; MSP experience strongly preferred.
Hands-on experience using ConnectWise for ticketing and service delivery.
Strong documentation discipline with IT Glue or similar documentation platforms.
Solid understanding of Windows operating systems, Microsoft 365, and Active Directory.
Experience supporting network infrastructure and security fundamentals.
Ability to work independently onsite while collaborating with remote teams.

Nice To Haves

Experience supporting mid-market or regulated environments.
Exposure to server virtualization and cloud-based infrastructure.
Industry certifications (CompTIA, Microsoft, Cisco) are a plus but not required.

Responsibilities

Provide prompt, professional technical support to end users, ensuring issues are resolved within defined SLAs.
Troubleshoot hardware, software, and connectivity issues across Windows and macOS environments.
Serve as the primary onsite escalation point for technical issues requiring hands-on support.
Create, update, and maintain accurate documentation in IT Glue , including configurations, procedures, and client environments.
Log, manage, and resolve support tickets using ConnectWise , ensuring thorough documentation of troubleshooting steps and resolutions.
Support and maintain Microsoft 365 environments, including Exchange Online, SharePoint, OneDrive, and Teams.
Perform advanced troubleshooting for Active Directory, group policy, permissions, and identity-related issues.
Assist with network troubleshooting including DNS, DHCP, VPNs, and firewall-related issues.
Support Windows servers and virtualized environments, escalating to senior engineers when appropriate.
Act as a trusted technical resource for the client, providing clear communication and professional guidance.
Support executive and leadership users with a high level of discretion and responsiveness.
Communicate risks, delays, and recommendations clearly to internal teams and client stakeholders.
Participate in infrastructure upgrades, migrations, onboarding activities, and improvement initiatives.
Identify recurring issues and recommend proactive solutions to improve system stability and user experience.
Assist Professional Services and Account Management teams with testing and validation of new configurations.