Service Desk Engineer

LMT Technology Solutions•City of Rochester, NY

1d•$55,000 - $67,500•Onsite

About The Position

Provide remote support to clients from LMT’s office by diagnosing and resolving hardware and software issues, installing and configuring computer systems and applications, and ensuring optimal setup and functionality. Maintain a high level of customer satisfaction by adhering to LMT’s support standards and procedures, meeting SLA requirements, effectively communicating with clients to gather information, provide updates, and explain solutions, and delivering high-quality technical support in alignment with LMT’s expectations.

Requirements

Minimum 1 year of experience supporting servers, workstations, printers and network switches
Previous experience servicing and troubleshooting Microsoft Windows Server, Exchange Server, SQL Server, and Active Directory
Previous experience with Microsoft 8, 10, 11, Microsoft 365
Ability to diagnose and prioritize client issues and properly manage client expectations
Demonstrated problem-solving skills and critical thinking ability
Strong written and verbal communication skills
Must have a valid driver’s license and access to timely and reliable transportation to get to work
Interest in in-person collaboration and face-to-face interactions.

Nice To Haves

Knowledge of VMWare and/or Hyper-V a plus
Certifications: A+, MCP, MCSE, CCNA, and other related certifications a plus
Knowledge of ConnectWise a plus

Responsibilities

Troubleshoot and resolve client hardware, operating system, and software related issues, using remote tools.
Query client on properly documenting issues.
Troubleshoot and resolve network and server access issues using remote tools.
Monitor and respond to client site alerts, escalate to the Service Desk Manager and Account Team as necessary.
Follow LMT ‘s Escalation procedure if an issue cannot be resolved remotely or within a reasonable amount of time.
Document resolution in ConnectWise and communicate with client on the status and resolution of issues.
Consistent, punctual, and dependable attendance is necessary to meet the needs of our clients and the LMT team

Benefits

Competitive base salary
Quarterly bonuses
Long-term incentives
18 days of PTO in a year
LMT contributes $900 a month to your Benefits Package
Company matched 401(k) plan, up to 4%, after 6 months of active employment
Company paid professional development opportunities for professional certifications and soft skills training
Opportunities for community involvement
Fully stocked fridge with snacks and sodas
Occasional office dog visit