IT Service Desk Engineer- 2nd Shift

Impact Networking•Lake Forest, IL

96d•$59,500 - $70,500•Onsite

About The Position

Impact is hiring Service Desk Engineers for our Nationally ranked Best and Brightest Workplace! Impact is a leading national managed services provider, specializing in: IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support –with a driving focus to bring enterprise-level resources to the SMB and midmarket. We are committed to customer-centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth. Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do. Overview Service Desk Engineers will be utilized in many different capacities to ensure proper management and support of our Managed IT clients' networks. Service Desk Engineers will serve as Tier 1 and 2 resources for operational IT issues that can be diagnosed and troubleshot, remotely. Service Desk Engineers provide remote troubleshooting for Impact customers and escalate to advanced engineering teams, when necessary. The Service Desk is based out of the Unified Support Operations center on Impact's corporate campus and provides 100% in-house, technical support for clients. Impact's Unified Support Service Desk provides 24/7/365 client support. The available Second Shift option is: Saturday-Tuesday: 1 PM-12 AM The Brand-New USO: Impact Networking’s 24/7 Customer Service Center

Requirements

Windows Server 2019-2025 Administration
Active Directory management and maintenance
DNS, DHCP, VPN and foundational networking and connectivity concepts
Ability to manage user accounts, licenses, and permissions through Office 365 admin portal
Fundamental troubleshooting of Office 365 applications and services
Strong IT diagnostic abilities
Strong written and verbal communication skills
Working experience as a NOC Technician, NOC Engineer, IT Support Engineer, Network Support Engineer, Systems Administrator, Network Administrator, IT Administrator, IT Specialist, Network Technician, Service Desk Engineer, Service Desk Analyst, etc.

Nice To Haves

Remote Desktop Services and RMM familiarity
VMWare, Hyper-V and other virtualization technologies
Azure and other cloud solutions
Microsoft Exchange, SQL, and SharePoint management
Storage solutions: SAN, NAS, and Shared Storage
Experience as part of a Microsoft Partner organization
Experience working for a managed services organization
Microsoft Fundamental and Associate certifications
CompTIA A+, Network+, Server+, Security+, etc. certifications
Cisco certifications

Responsibilities

Provide Tier 2 end-user IT support escalated by Tier 1 Analysts
Identify, document, and troubleshoot user computing issues to resolution and maintain customer satisfaction
Identify user problems and work within a structured problem management and resolution process to maintain customer satisfaction
Work with Impact advanced engineering resources and vendors to deliver effective escalated support and services
On-time documentation of issues within Impact's ticketing system
Run historical reports to identify reoccurring service disruptions
Document problem resolution and processes
Assist with on-boarding of new clients and users
Run diagnostic applications to resolve problems
Participate in ongoing training and attainment of manufacturer certifications
Develop and maintain relationships with customers and engineers that further develop our company's positive reputation through exceptional customer service

Benefits

Up to 20 days of PTO
Up to 7 Paid Sick Days
12+ paid holidays
Paid Parental Leave
Comprehensive Health, Disability Life, Dental and Vision Plans
401(K) & retirement plans
Tenure incentives at 5- (Tiffany & Co. Gift Card), 10- (Rolex watch), and 20- ($20,000 check) year mark(s)
Continued education reimbursement
On-going training & development opportunities

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