Help Desk Engineer

We're growing and looking to add two energetic Help Desk Engineers to our team! If you like solving tech problems, helping people, and working in a fast-paced environment where no two days are the same, this role is for you. You'll be on the front lines remotely supporting our clients, troubleshooting everything from everyday IT issues to interesting technical challenges - all while being part of a collaborative, high-energy team that values learning and great customer service.

• Serves as a first point of contact for all technical support issues
• Accurately diagnose, prioritize, troubleshoot and resolve hardware, software, and network issues to provide immediate support to customer end users
• Guides customers through step-by-step solutions and document the process for reference and quality assurance
• Monitors ticketing system and ensures tickets are addressed in a timely fashion
• Performs preventative maintenance for customers including server updates, checking backups, anti-virus and application maintenance
• Provides remote support to customers over the phone using remote assist tools
• Assists in maintenance of servers, as well as all applications in use by customers
• Delivers a high level of customer service responding to customers quickly and comprehensively
• May triage between customers and vendors to assist in resolving customer issues with hardware, software, communications (networks/ISP's), phone systems, PDAs, and desktop applications
• Balances high volume of requests/issues with a sense of urgency, tact and diplomacy while meeting deadlines/expectations
• Assumes flexibility with rotating schedules providing on-call support and 4x10 work schedule, as assigned
• Applies technical knowledge and systems/software expertise to identify root cause of issues and responding and articulating solutions
• Collaborates with teammates to further develop self-knowledge of technology while also supporting teammates to meet or exceed customer solutions
• Tracks requests and solutions, delivering metrics, establishing trends and outliers, delivering standard reports for management review periodically
• Addresses customer needs and concerns appropriately and promptly, escalating tickets to the appropriate team member as needed
• All other duties, as assigned

• Level 1 help desk experience required, level 2 a plus
• Strong knowledge and proficiency with Microsoft Office products (Word, Excel, PowerPoint), networks and systems such as HP and Dell
• Experience with LAN, WAN, and WLAN technologies
• Knowledge in implementation and troubleshooting network devices
• Configures and troubleshoots VPNs for end user access
• Technical knowledge of storage, virtualization, and compute across multiple vendors
• Experience working with diverse environments
• Demonstrated positive and professional interpersonal skills, as well as strong written and verbal communications skills
• Exceptionally customer relations skills to engage and service customers effectively based on the company's values
• Strong organizational, multi-tasking, detail-oriented and time management skills
• Consistently maintains a high attention to detail
• Works independently and collaboratively to resolve problems and manage demands on time and deliverables
• Strong documentation skills
• Adaptability to changing priorities, as needed
• Positive teamwork skills
• Maintains a high level of confidentiality, professionalism and a courteous demeanor

• 2+ years of experience in a help desk or technical support role, preferably within an MSP environment
• Prior experience working with and troubleshooting Microsoft Office 365
• Industry-recognized certifications such as CompTIA A+, Network+, Microsoft, or similar are preferred
• Associate or bachelor's degree in information technology, computer science, related field, or equivalent work experience

Salary range:
The base salary for this role is estimated between $55,000-$65,000. Final offer will depend on experience, qualifications, location and other relevant factors.