IT Service Desk Engineer- 2nd Shift

IT Service Desk Engineer – 2nd Shift at Impact Networking, LLC

Impact Networking, LLC is a national managed services provider specializing in IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. We are recognized as a nationally ranked Best and Brightest Workplace and are committed to customer‑centric excellence and innovative culture.

Service Desk Engineers will support our Managed IT clients’ networks as Tier 1 and Tier 2 resources, diagnosing and troubleshooting operational IT issues remotely. The role is based at Impact’s Unified Support Operations center and delivers 24/7/365 in‑house technical support.

Second Shift schedule:
Saturday‑Tuesday, 1 PM – 12 AM.

• Provide Tier 2 end‑user IT support escalated by Tier 1 analysts.
• Identify, document, and troubleshoot user computing issues to resolution while maintaining customer satisfaction.
• Apply a structured problem‑management process to user issues to uphold service quality.
• Collaborate with advanced engineering resources and vendors for escalated support and services.

• Document all issues within Impact’s ticketing system on time.
• Generate historical reports to identify recurring service disruptions.
• Document problem resolution processes.
• Assist in onboarding new clients and users.
• Run diagnostic applications as needed.

• Participate in ongoing training and obtain manufacturer certifications.
• Develop and maintain strong relationships with customers and engineers to enhance Impact’s reputation through exceptional service.

• Windows Server 2019‑2025 administration.
• Active Directory management and maintenance.
• DNS, DHCP, VPN, and foundational networking concepts.
• Manage user accounts, licenses, and permissions via Office 365 admin portal.
• Troubleshoot Office 365 applications and services.
• Strong IT diagnostic abilities.
• Excellent written and verbal communication skills.
• 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, or Service Desk Analyst.

• 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 with a Microsoft Partner organization.
• Experience working for a managed services organization.

• Microsoft Fundamental and Associate certifications.
• CompTIA A+, Network+, Server+, Security+, etc.
• Cisco certifications.

Our purpose is people. We empower them to innovate, grow, and succeed. At the heart of everything we do are our core values:
Innovation, Passion, Honesty, Fun, Low Ego, and One Team.

• Up to 20 days of PTO.
• Up to 7 paid sick days.
• 12+ paid holidays.
• Paid parental leave.
• Comprehensive health, disability, life, dental, and vision plans.
• 401(k) and retirement plans.
• Tenure incentives: $5 k gift card at year 5, Rolex watch at year 10, and $20 k check at year 20.
• Continuing education reimbursement.
• Ongoing training and development opportunities.

The wage range for this role is $59,500–$70,500, depending on skills, experience, and certifications.

Join us at Impact, where your ideas matter, your growth is supported, and your work creates real change. Let’s build something incredible together!