IT Service Desk Engineer

Impact Networking • Mettawa, IL

37d • $55,500 - $70,500 • Onsite

About The Position

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, 2, and 3 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 shift options tend to vary over time but current options can be discussed with an Impact Talent Acquisition team member at the start of the interview process.

Requirements

• 3+ years of 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.
• 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
• Candidates must be authorized to work in the United States at the time of application.

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 1-3 end-user IT support via phone and email
• 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

• 5-year Tiffany & Co. Gift Card or Custom Menswear, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards
• Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave
• Development and growth opportunities with on-going training & continued education reimbursement
• 401(K) & retirement plans with complimentary financial advisory services
• Comprehensive health, disability, life, dental, and vision plans

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed