Associate Service Desk Engineer

Position Summary:  

The Associate Service Desk Engineer is responsible for providing technical support and assistance to end-users. The role requires strong communication and problem-solving skills, as well as technical expertise in various hardware and software systems.

The ideal candidate is someone who has a combination of technical expertise, communication skills, and customer service skills. They should be able to handle basic technical issues efficiently and professionally while providing excellent customer service to end-users. Additionally, an ideal Associate Service Desk Engineer should be motivated to continually learn and develop their technical skills, stay up-to-date with the latest industry trends and best practices, and seek opportunities to improve the IT service delivery and customer support processes.

• Receiving and responding to customer inquiries and requests via phone, email, or chat

• Providing technical support and assistance for hardware and software issues following operational standards including service-level commitments and standardized procedures, while ensuring the correct and timely resolution of tickets

• Troubleshooting basic problems with computer systems, applications, and networks

• Creating, disabling, and modifying user accounts in Active Directory

• Maintaining the System Access queue to process all requests.

• Escalating complex issues to higher-level support staff as necessary

• Creating and maintaining documentation related to support issues and solutions

• Following established procedures for incident management, problem management, and change management

• Participating in ongoing training and professional development to stay up-to-date with the latest technology and industry trends

• Collaborating with team members to develop and implement best practices for IT service delivery and customer support

• Available for evening and weekend work on-call, flexible work schedule

• Other duties as assigned

To be successful in this role, the candidate should have a degree or certification in computer science, information technology, or a related field. The candidate should also possess strong technical skills in areas such as network administration, operating systems, and databases, as well as excellent communication and problem-solving abilities. Additionally, prior experience in technical support or customer service is preferred:

• Bachelor’s degree in Technology, Engineering, or Mathematics (STEM) or equivalent work experience

• Minimum of 1 years of experience working in a technical field, preferably Service Desk supporting a diverse user base

• Strong knowledge of Windows operating system (Windows 10) and Microsoft Office Suite 2016/O365

• Basic understanding of MacOS and MacBook support

• Experience supporting finance or banking applications is a plus

• Understanding of data security, concepts of Least Privilege, Best Practices, and Regulatory requirements

• Must be capable of dealing confidently and professionally with internal customers

• Must be a team player and build good working relationships across all functions

• Organized and analytical, able to eliminate obstacles through creative and adaptive approaches

• Ability to thrive in a fast moving / evolving environment

• Experience with reliability modeling, simulation, and analysis

• Knowledge of reliability standards, regulations, and best practices

• Strong analytical aptitude, including troubleshooting skills

• Strong communication, collaboration, and problem-solving skills

• Demonstrated ability to work in cross-functional teams

• Knowledge of IT concepts and services including but not limited to:

• PC workstations, MacBooks peripherals, printers, scanners

• Windows Active Directory, user security, group permissions, O365 mailboxes

• Troubleshooting tools and concepts, Trace Route, Ping

• Understanding of VMWare Virtualization architectures, Horizon View desktops

• Application installs and support including O365 applications

• Experience with project management and process improvement methodologies (e.g., ITIL, Lean, Agile) is a plus