Position: IT Help Desk Engineer

Job Description:

We are seeking for an IT Help Desk Engineer who will be responsible for remote and on-site support needs for managed services customers. This involves all technology, including workstations, servers, cloud services, printers, networks, and vendor-specific hardware and software. You will work with senior technical colleagues and account managers to handle escalation requests, facilitate ongoing maintenance, and assist with improvement projects.

Basic Functions:

• IT support for client business applications and operating systems.
• IT support for Microsoft technologies: Windows Server, Exchange, SharePoint, Microsoft 365, Teams/Phone System, Azure, etc.
• Support backup and disaster recovery solutions, especially initiating restores.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Implement and support remote access solutions: VPN, Terminal Services, Windows 365, Azure WVD, ConnectWise Control.
• Monitor help desk and remote management system alerts and respond through service tickets.
• Document maintenance for all computer systems and network infrastructure.
• Communicate with customers as required, keeping them informed of incident progress, changes, or agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Ensure fast turnaround of customer requests.
• Work effectively in a team and communicate well.
• Ensure requests are routed to the proper resource for quick resolution.
• Escalate service requests requiring more senior support.
• Enter time and expenses as they occur.
• Understand processes by completing assigned training materials.

• Enter all work on service tickets.

Knowledge, Skills, and/or Abilities Required:

• Advanced understanding of Microsoft operating systems, common business applications, printing systems, and network systems.
• Strong interpersonal skills: video & telephony skills, communication skills, active listening, and customer care.
• Diagnosis skills for technical issues.
• Ability to multi-task and adapt quickly to changes.
• Technical awareness to match resources to technical issues appropriately.
• Service awareness of key IT services provided.
• Understanding of support tools and techniques used to provide services.
• Typing skills for quick and accurate entry of service request details.
• Self-motivated and able to work in a fast-moving environment.

Opportunity:

• Work for a growing Managed IT Services company in the Greater Seattle & Greater Austin areas.
• Support the core network of small to midsized firms using Microsoft local and cloud applications.
• Be part of a company that allows you exposure to a variety of different challenging issues on a daily basis.
• Maintain work-life balance in a flexible environment that values both personal and professional success.
• Receive competitive benefits for your hard work and dedication.
• Enjoy opportunities for pay growth and upward mobility as the company continues to expand.