Service Desk Engineer

Synopsys•Exton, PA

2d•Onsite

About The Position

The Service Desk Engineer II joins the AGI IT Service Desk team and owns AGI’s ServiceNow request processes, including daily ticket SLA/SLO monitoring, queue assignment, incident triage and remediation, request resolution, knowledge base article creation, and user onboarding and offboarding. The role works with Support Operation Teams on incident escalation, new projects, architecture upgrades, and automation through scripts. It operates at a mid-level engineering level and requires clear communication of triage solutions to end users and stakeholders, along with responsibility for application architecture, security compliance, and access entitlement in the assigned area. The position leads and delegates work within the Service Desk team, manages ticket prioritization and escalations, supports technician development, and plans and deploys end-user hardware refreshes. It maintains accurate hardware inventory and process documentation, collaborates on parent-organization break-fix requests, and contributes to projects such as CMMC, operations support, compliance, and vulnerability remediation. The role resolves Level 1 and Level 2 issues across a range of technologies and supports end users both on-site and remotely. This is a full-time, mid-level role based primarily on-site in the Exton office. Regular hours are Monday through Friday, 8:00 a.m. to 6:00 p.m., with long hours and some weekend work for a monthly maintenance weekend. Occasional remote flexibility is available.

Requirements

United States citizenship is required.
Bachelor’s degree in information technology from an accredited college or university is preferred, or a minimum of two (3) years of helpdesk experience within information technology.
Current technical understanding of hardware and software technology.
Ability to work closely with Service Desk team members, triage incidents and requests, assign tickets to escalation queues, and take direction from the Service Desk Manager.
Ability to communicate clearly and concisely with the team, end users, and stakeholders, and present information, analyses, and recommendations.
Ability to lead small- to mid-size workloads by prioritizing critical work and de-prioritizing less critical work.
Ability to investigate issues and take corrective action.
Ability to apply technical knowledge of IT systems to ensure system access and security.
Ability to explain the benefits of changes to stakeholders and gain acceptance.
Ability to serve on project teams supporting new processes, procedures, and compliance.
Willingness to identify skill gaps and pursue training to improve skills.
Ability to persevere through changing project objectives, deliverables, and deadlines.
Ability to work on-site in Exton during the stated hours and support some weekend maintenance work.

Nice To Haves

Bachelor’s degree in information technology from an accredited college or university.
Industry certification in hardware and software.

Responsibilities

Lead and delegate work within the Service Desk team, ensuring appropriate on-site technical support and effective team operations.
Triage and prioritize Service Desk request tickets, assign them to appropriate queues, provide user updates, and ensure responses and closures meet SLA expectations before escalating to Level 3 technicians.
Train and develop Service Desk technicians to troubleshoot tickets up to Level 2 and Level 3.
Plan, purchase, schedule, and deploy end-user device hardware refreshes.
Maintain the hardware inventory (CMDB), including accurate ownership, usage, and end-of-life information.
Own, write, and update documentation for team processes and procedures.
Collaborate on and check parent-organization tickets concerning break-fix issues for the AGI Service Desk.
Support projects including CMMC, operations support, compliance, and vulnerability remediation.
Communicate and delegate work to other technicians on the team.
Communicate with end users to identify and troubleshoot IT issues, on-site and remotely.
Resolve Level 1 and Level 2 issues involving printers, web conferencing equipment, servers, monitors, TVs, peripherals, workstations, and other technologies.
Manage ServiceNow request processes, including daily SLA/SLO monitoring, incident triage and remediation, request resolution, knowledge base articles, and user onboarding and offboarding.
Work with Support Operation Teams on incident escalation, new projects, architecture upgrades, and automation via scripts.
Present and communicate triage solutions to end users and relevant stakeholders, including on application architecture, security compliance, and access entitlement.
Collaborate with the Service Desk Manager and team members to triage incidents and requests, assign tickets to escalation queues, and communicate actions and approaches.
Prioritize workloads, investigate issues, take corrective action, contribute to projects and compliance processes, and improve documentation and service delivery.