Senior Service Desk Engineer

POSITION SUMMARY

The Service Desk Engineer is responsible for end-user support and engineering responsibilities. Responds to telephone calls and emails for technical support. Identifies, researches, and resolves technical problems regarding desktop hardware, software, tracks and monitors problems to ensure timely resolution; effectively communicates with end users and management. This position emphasizes problem-solving, system implementation, process improvement, and automation, all with a focus on user experience and operational excellence.

• Deliver in-person and remote assistance for Windows 11/macOS desktops and laptops, mobile devices (iOS/iPadOS/Android), peripherals, multi-function printers, and core business applications
• Troubleshoot and administer Active Directory/Entra , Conditional Access Policies, MFA, and SaaS-based solutions
• Own the full lifecycle of end-user computing equipment, including procurement, deployment, maintenance, optimization, and retirement
• Oversee employee onboarding and offboarding, ensuring timely provisioning and deprovisioning of access and equipment
• Parnter closely with business and technical teams on data-centric systems and processes

• Deploy, configure, maintain, and secure virtual Windows/UNIX/Linux servers using Type 1 hypervisors
• Participate in monthly patching rotations for end-user devices and infrastructure servers, including after-hours maintenance windows
• Maintain hardware and software inventory, ensuring license compliance and lifecycle planning
• Drive continuous improvement by identifying recurring issues, documenting solutions, and implementing preventive measures
• Collaborate with software developers, information security, infrastructure engineers, and business units on projects to implement or improve systems and processes

• Associate’s Degree in computer science or engineering, or related field, Bachelor’s preferred
• 5+ years in a service desk, desktop support, or engineering role within a professional IT environment
• Excellent verbal and written communication skills with a customer-service oriented ability to explain technical concepts to non-technical users
• Proficiency with Microsoft 365 applications and administration (Exchange Online, Teams, SharePoint, One Drive), Microsoft Defender for Endpoint and Office 365, as well as Windows 11 troubleshooting
• Experience designing, implementing, monitoring, and maintaining IT processes and documentation
• Experience with hybrid Active Directory environments
• Strong SQL skills, including writing queries and troubleshooting data issues;
• Understanding of ITIL/ITSM practices and ticketing systems such as Service Now, Fresh service, or Zendesk
• Experience deploying and maintaining virtual server environments (VMware vSphere, Microsoft Hyper‑V)
• Proficiency in Power Shell, Python, or Bash for scripting and automation (user provisioning, Exchange administration, system monitoring)
• Demonstrated experience with storage, backup, and recovery solutions (Commvault, Veeam, Veritas, Pure Storage)
• Experience troubleshooting and maintaining network infrastructure or firewalls
• Demonstrated commitment to continuous learning through certifications, training, or professional development

• Standard office environment
• Must be able to perform physical activities including lifting equipment (up to 50 lbs. unassisted), bending, standing, climbing, and walking

• Monday–Friday, 8:00 AM – 5:00 PM
  • Occasional after-hours support will be required for patching and maintenance
• This is an on-site position