Service Desk Engineer

This position will be responsible for providing technical assistance and support related to Apple and Windows hardware, software, SaaS services, network, operating system, printing, and Internet access problems to our employees and agencies worldwide.

• Serve as the first point of contact for our team’s employees seeking technical assistance via Fresh Service in a timely manner and in line with SLAs.
• Troubleshoot and escalate incidents to line manager and the 3rd line teams.
• Work alongside our Systems Engineer, Network Operations, and Information Security teams to ensure that our policies and guidelines are always followed.
• Provide remote technical assistance for issues related to computers, software, and SaaS.
• Build and maintain the IT Knowledgebase.

• Strong understanding of both macOS X and Windows Operating Systems
• Computer management using a tool such as JAMF and/or Intune
• Experience managing some of the following products
• G Suite
• Office 365
• Box
• MS Teams
• Proofpoint
• ESET
• Okta

• Minimum of two (2) years prior experience with providing technical support in a large corporate environment or other professional environment
• Ability to provide quality technical support, attention to detail, and a positive customer service attitude
• Strong attention to detail along with a commitment to quality and confidentiality
• A sense of urgency and a commitment to timely completion of projects
• Certifications and continuing education preferred

New City, NY

$50,000.00/yr - $55,000.00/yr

Associate

Full-time

Information Technology

IT Services and IT Consulting