Technical Support Engineer (Service Desk Engineer)

GadellNet•Greenwood Village, CO

1d•Hybrid

About The Position

GadellNet Consulting Services is seeking a skilled and motivated Technical Support Engineer to provide customer service and technical support through its help desk. The role works with a PODS team to handle service requests submitted through chat, phone, and the ticket system, resolve technical issues, and deliver a positive client experience. The position requires strong technical problem-solving, attention to process, and a focus on efficient service delivery. The schedule is Monday through Friday, 8 a.m. to 5 p.m. EST, with participation in an on-call rotation. The role offers a hybrid work model, combining work from home with required in-office days for candidates located near a GadellNet office. GadellNet is a Midwest-based IT company and Certified B Corporation, and describes its workplace as family-friendly, inclusive, and oriented toward growth and impact.

Requirements

At least two years of experience working as a help desk or service desk engineer; MSP experience is preferred.
At least two years of experience utilizing, troubleshooting, researching, and/or fixing Windows 10 and above; Microsoft 365 Admin Center; Entra; Exchange; SharePoint; Teams; licensing; Active Directory; Windows Server 2012 and above; Android and iOS devices; printers and scanners; Microsoft Office Suite; TCP/IP; and basic networking.
Experience working in a team-oriented, collaborative environment.
Ability to manage and prioritize inbound ticket requests submitted by email, chat, or phone.
Ability to conduct research and apply critical thinking to a wide range of computing issues.
Ability to work from a schedule and autonomously.
Excellent written and verbal communication skills, with emphasis on rapport-building, listening, and questioning.
Ability to present ideas in a user-friendly, business-friendly manner.
Proven analytical, problem-solving, and documentation skills.
Legally authorized to work in the United States at the time of application; GadellNet does not offer work visa sponsorship.

Nice To Haves

MSP experience.
Proficiency with ConnectWise, DattoRMM, ITGlue, Auvik, and Thread.
Experience with macOS 13 Ventura and above.
At least two years of business application support experience, such as QuickBooks, Adobe Suite, Bluebeam, Sage, or Autodesk.
At least two years of networking support experience, such as Meraki, Fortinet, SonicWall, or Ubiquiti.

Responsibilities

Provide technical support and customer service by phone, email, and chat (Thread).
Review and manage assigned support tickets daily, keeping them updated, responding actively, and progressing them toward resolution in line with the Manage to Zero (MTZ) concept.
Maintain the ConnectWise Calendar to reflect appointments, additional ticket time, meetings, and breaks accurately.
Complete daily time entry to reflect at least eight hours per day.
Attend and participate in weekly team huddles, one-on-one meetings with the Lead, and other scheduled meetings.
Participate in an on-call rotation.
Meet quarterly KPIs, such as tickets closed per week, average time per ticket, and CSAT.
Actively pursue and obtain relevant technical certifications.