Service Desk Engineer

About the position

At LMT Technology Solutions (www.LMTtech.com), we Lead, Manage, and Transform businesses through tailored IT solutions that align with their unique needs. As a trusted Managed Service Provider (MSP), we specialize in delivering cutting-edge technology services, including IT infrastructure management, professional services, cybersecurity, cloud solutions, and strategic consulting. Our mission is to empower our clients to thrive by ensuring their technology operates seamlessly and securely, helping them achieve their business goals with confidence. The cornerstone to LMT's success is our employees. We cultivate a culture of encouragement and growth through professional development, collaboration, and innovation for our LMT Team. Through generous contributions to healthcare benefits, 401(k) matching, opportunities for advancement, a fully stocked fridge with snacks and sodas, and the occasional office dog visit, we strive to make our employees feel valued and appreciated.

Responsibilities

• Provide remote support to clients by diagnosing and resolving hardware and software issues.
• Install and configure computer systems and applications.
• Ensure optimal setup and functionality of client systems.
• Maintain a high level of customer satisfaction by adhering to support standards and procedures.
• Meet SLA requirements and effectively communicate with clients to gather information and provide updates.
• Troubleshoot and resolve client hardware, operating system, and software related issues using remote tools.
• Monitor and respond to client site alerts, escalating to the Service Desk Manager and Account Team as necessary.
• Document resolution in ConnectWise and communicate with clients on the status and resolution of issues.
• Follow LMT’s Escalation procedure if an issue cannot be resolved remotely or within a reasonable amount of time.
• Consistent, punctual, and dependable attendance is necessary to meet the needs of our clients and the LMT team.

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.
• Certifications: A+, MCP, MCSE, CCNA, and other related certifications.
• Knowledge of ConnectWise.

Benefits

• Competitive base salary.
• Quarterly bonuses.
• Long-term incentives.
• Generous Employee Benefits Package.
• 18 days of PTO in a year.
• LMT contributes $875 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.