Service Desk Engineer

Position Summary:   The Service Desk Engineer is responsible for providing technical support and assistance to end-users and customers. The successful candidate will be responsible for diagnosing and resolving complex technical issues related to hardware, software, and networks, as well as providing exceptional customer service.

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 Level 1 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.

• Respond to inquiries and requests from end-users and customers via phone, email, or chat, and provide technical support and assistance for hardware and software issues.

• Diagnose and resolve complex technical issues related to computer systems, applications, and networks.

• Collaborate with Level 1 Service Desk Engineers to escalate issues and provide guidance and mentoring as needed.

• Create and maintain documentation related to support issues and solutions.

• Follow established procedures for incident management, problem management, and change management.

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

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

• Provide exceptional customer service to end-users and customers, demonstrating a high level of professionalism and technical expertise.

• Perform other duties as assigned by the Service Desk Manager.

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 computer science, information technology, or a related field.

• 3+ years of experience in technical support or related field.

• Prior experience in mentoring and guiding junior technical staff.

• Experience with reliability modeling, simulation, and analysis.

• Experience with statistical analysis and data-driven decision making.

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

• 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.

• Strong knowledge of reliability engineering principles, tools, and techniques.

• Knowledge of reliability standards, regulations, and best practices.

• Strong communication, collaboration, and problem-solving skills.

• Demonstrated ability to work in cross-functional teams.

• Ability to work independently and as part of a team.

• Ability to prioritize tasks and manage time effectively.

• Strong technical skills in areas such as network administration, operating systems, and databases.

• Strong customer service orientation.

Work Environment

The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be physically capable to stoop, bend, lift up to 20 lbs to place technology supplies and computers and related equipment onto racks, desks, counters and into cabinets and onto storage shelves, etc.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).

• Ability to work in a confined area.

• Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.

• Specific vision abilities are required by this job due to computer work.

• Regular, predictable attendance is required.

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