Service Desk Engineer

The IT Service Desk Analyst , This role is responsible for logging, triaging, troubleshooting, and resolving incidents and service requests related to hardware, software, network access, and business applications, escalating complex issues to Tier 2/3 teams as needed. Success in this role means fast, friendly, accurate support that employees productive.

Key Responsibilities

• Serve as the first point of contact for IT support via phone, chat, email, and ServiceNow ticketing, providing prompt and professional responses.

• Log, categorize, and prioritize incidents and service requests in ServiceNow, ensuring accurate documentation of issue details and resolution steps.

• Troubleshoot and resolve common issues involving Windows/macOS, Microsoft 365 (Outlook, Teams, SharePoint), VPN, MFA, printers, and mobile device access.

• Perform account and access management tasks: password resets, account provisioning/deprovisioning, group and access requests via Okta/Active Directory.

• Manage hardware lifecycle tasks including laptop imaging, deployment, asset tagging, and equipment returns for new hires, transfers, and offboarding.

• Escalate unresolved or complex tickets to Tier 2/3 support or the appropriate subject-matter team, providing clear handoff notes.

• Meet or exceed defined SLAs for response time, resolution time, and customer satisfaction (CSAT).

• Maintain and contribute to the internal knowledge base, documenting new solutions and updating outdated articles.

• Support onboarding/offboarding logistics, conference room and AV technology, and basic network connectivity troubleshooting.

• Identify recurring issues and escalate trends to leadership to support root-cause and process improvement efforts.

Required Qualifications

• 13 years of experience in a help desk, service desk, or technical support role (internships count).

• Working knowledge of Windows and macOS operating systems, Microsoft 365 applications, and basic networking concepts (DNS, DHCP, VPN).

• Strong customer service orientation with clear, patient written and verbal communication.

• Ability to prioritize and manage multiple tickets in a fast-paced environment while meeting SLA targets.

• Basic understanding of ITIL concepts such as incident, problem, and request management.

• High school diploma or equivalent required; Associate's or Bachelor's degree in IT, Computer Science, or related field preferred.

Preferred Qualifications

• Experience with ServiceNow, Okta, JAMF, Intune, or similar ITSM/endpoint management tools.

• Familiarity with Active Directory, Azure AD, and basic scripting (PowerShell) is a plus.

• Industry certifications such as CompTIA A+, ITIL Foundation, or Microsoft 365 Certified: Fundamentals.

Core Competencies

• Customer Focus — treats every ticket as a real person's productivity blocker.

• Problem Solving — diagnoses root cause rather than just symptoms.

• Communication — explains technical issues in plain language.

• Adaptability — comfortable with shifting priorities and a varied ticket queue.

• Ownership — follows tickets through to resolution and closes the loop with the requester.

Working Conditions

• Require evening, weekend, or on-call coverage to support business needs.

Skills

Serve as the first point of contact for IT support via phone, chat, email, and ServiceNow ticketing, providing prompt and professional responses.

• Log, categorize, and prioritize incidents and service requests in ServiceNow, ensuring accurate documentation of issue details and resolution steps.
• Troubleshoot and resolve common issues involving Windows/macOS, Microsoft 365 (Outlook, Teams, SharePoint), VPN, MFA, printers, and mobile device access.
• Perform account and access management tasks: password resets, account provisioning/deprovisioning, group and access requests via Okta/Active Directory.
• Manage hardware lifecycle tasks including laptop imaging, deployment, asset tagging, and equipment returns for new hires, transfers, and offboarding.
• Escalate unresolved or complex tickets to Tier 2/3 support or the appropriate subject-matter team, providing clear handoff notes.
• Meet or exceed defined SLAs for response time, resolution time, and customer satisfaction (CSAT).
• Maintain and contribute to the internal knowledge base, documenting new solutions and updating outdated articles.
• Support onboarding/offboarding logistics, conference room and AV technology, and basic network connectivity troubleshooting.
• Identify recurring issues and escalate trends to leadership to support root-cause and process improvement efforts.

Education

High school diploma or equivalent required; Associate's or bachelor’s degree in IT, Computer Science, or related field preferred.