IT Service Desk Engineer I

LIGHTPATH TECHNOLOGIES 1•Orlando, FL

30d•Onsite

About The Position

The IT Service Desk Engineer I is an essential member of the LightPath Technologies Information Technology team, responsible for providing Tier 1 and Tier 2 technical support, endpoint deployment, and day-to-day operational IT support across the enterprise. This role focuses on consistent execution, adherence to established standards, and delivering high-quality employee technology experience. The IT Service Desk Engineer I works under defined procedures, supports Microsoft-based environments, and collaborates with senior engineers and LightPath’s managed service provider while maintaining internal ownership of endpoint and user support.

Requirements

3–5 years of experience in an IT service desk, help desk, or desktop support role.
3–5 years of working knowledge of Microsoft 365 user administration.
Experience in imaging, configuring, and supporting Windows-based endpoints.
3-5 years of experience with Active Directory and basic identity management concepts.
Experience using an ITSM or ticketing platform.
Ability to support users across multiple geographic locations.
Experience in supporting on-call rotation responsibilities
Ability to set up and physically move computer equipment, monitors, and relocate equipment as needed for end-user support.
Strong problem-solving skills and attention to detail.
Excellent communication and interpersonal skills with a customer-focused mindset.
Strong customer service and communication skills
Attention to detail and documentation accuracy
Ability to follow established procedures and standards
Strong organizational and time-management skills
Willingness to learn and develop technical skills

Nice To Haves

Exposure to Microsoft Intune or endpoint management tools.
CompTIA A+, Network+, or equivalent certifications.
Microsoft certifications such as Microsoft 365 Fundamentals or Modern Desktop Fundamentals.
Solid understanding of networking concepts and troubleshooting.
Experience working in a co-managed IT or MSP-supported environment.

Responsibilities

Service Desk & End-User Support Serve as a primary point of contact for IT incidents, service requests, and access issues.
Provide professional, timely, and customer-focused technical support to employees.
Troubleshoot and resolve hardware, software, and peripheral issues for laptops, desktops, mobile devices, printers, and accessories.
Provide remote support using approved tools and technologies.
Escalate unresolved or complex issues in accordance with established procedures.
Ensure compliance with security policies and procedures across all IT systems.
Endpoint Deployment & Support Image, configure, deploy, and decommission laptops, desktops, and mobile devices.
Perform device setup for new hires, role changes, and equipment replacements.
Support endpoint lifecycle activities in alignment with corporate standards.
Maintain accurate device inventory and asset records.
Administer and manage Microsoft Intune for device management and application deployment.
Perform Microsoft 365 and Exchange Administration, including user account setup, email management, and troubleshooting.
Configure, image, and deploy laptops, desktops, and mobile devices for employees.
Microsoft 365 & Identity Support Perform user provisioning and deprovisioning within Microsoft 365 and Entra ID (Azure AD).
Support basic administration of Exchange Online, Teams, SharePoint, and OneDrive.
Assist with password resets, MFA enrollment, access requests, and group membership changes.
Follow established identity and access management procedures.
Security & Compliance Support Adhere to LightPath Technologies' IT security policies, standards, and procedures.
Support endpoint security requirements, including device encryption, compliance policies, and MFA.
Identify and promptly report potential security incidents or risks.
Assist with audit readiness by maintaining accurate documentation and access records.
Support and understanding of LightPath's Zero Trust Security Architecture.
Working knowledge of the security frameworks, systems, and overarching collaborative support with the MSP SOC Department for enterprise-wide security compliance.
Involved and understanding of the CMMC L2 regulatory compliance requirements for LightPath ITSM, Documentation & Process Utilize the ITSM platform to log, track, and resolve incidents, service requests, and changes.
Maintain accurate and complete ticket documentation.
Follow ITIL-aligned service desk processes and workflows.
Contribute to knowledge base articles and operational documentation as assigned.
Document technical issues, resolutions, and IT processes in detail.
MSP Collaboration Work in coordination with LightPath's managed service provider.
Escalate issues appropriately while retaining internal responsibility for endpoint and user support.
Assist with MSP - supported initiatives and follow defined escalation paths.
Project & Operational Support Assist with IT projects, including hardware refreshes, software deployments, and system rollouts.
Support global operations with awareness of time zones and business continuity requirements.
Perform other duties as assigned in support of IT and business operations.
Rotational On-Call Support