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Key Responsibilities and Required Skills for Service Desk Engineer

💰 $55,000 - $85,000

Information TechnologyTechnical SupportCustomer ServiceIT Services

🎯 Role Definition

As a Service Desk Engineer, you are the first point of contact and the face of the IT department. You will provide first and second-line technical support to internal users, ensuring that all IT-related issues and service requests are handled promptly and effectively. This role is crucial for maintaining operational stability and user productivity by troubleshooting hardware, software, and network problems. You'll be a key player in a dynamic team, dedicated to delivering an exceptional customer service experience and upholding the integrity of our IT infrastructure.

📈 Career Progression

Typical Career Path

Entry Point From:

  • IT Support Technician
  • Help Desk Analyst
  • Junior Systems Administrator
  • Customer Service Representative (with a technical aptitude)

Advancement To:

  • Senior Service Desk Engineer / Team Lead
  • Systems Administrator
  • Network Engineer
  • IT Project Coordinator

Lateral Moves:

  • Desktop Support Engineer
  • NOC Technician
  • Junior IT Security Analyst

Core Responsibilities

Primary Functions

  • Serve as the initial point of contact for all IT support queries, providing comprehensive Level 1 and Level 2 assistance via phone, email, and a centralized ticketing system.
  • Perform detailed troubleshooting and diagnostics of end-user hardware, including desktops, laptops, mobile devices, printers, and peripherals.
  • Install, configure, and maintain operating systems (Windows/macOS) and a wide range of business software applications.
  • Manage user accounts and access permissions within Active Directory and other identity management systems, including creating new accounts, password resets, and group policy modifications.
  • Respond to, prioritize, and resolve support tickets in accordance with established Service Level Agreements (SLAs), ensuring timely communication with users.
  • Provide remote support to users in various geographical locations using tools like TeamViewer, Remote Desktop, or other remote assistance software.
  • Diagnose and resolve basic network connectivity issues, including Wi-Fi, LAN/WAN, and VPN access problems.
  • Administer and support Microsoft Office 365 and other cloud-based applications, assisting users with issues related to Outlook, Teams, SharePoint, and OneDrive.
  • Escalate complex technical issues that cannot be resolved at the service desk level to appropriate senior engineers, system administrators, or third-party vendors, while retaining ownership of the ticket.
  • Configure and deploy new computer systems and hardware for new hires as part of the employee onboarding process.
  • Assist with the management of IT assets, including tracking inventory, preparing equipment for disposal, and maintaining accurate records.
  • Guide users through step-by-step solutions, using clear and concise language to explain technical concepts to non-technical individuals.
  • Perform software and hardware patch management to ensure all systems are secure and up-to-date with the latest updates.
  • Identify and document recurring issues to help build a proactive problem management process.

Secondary Functions

  • Develop and maintain comprehensive technical documentation, including troubleshooting guides, how-to articles, and faqs for our internal knowledge base.
  • Participate in an on-call rotation schedule to provide after-hours and weekend support for critical system outages.
  • Assist senior IT staff with the implementation of new technologies, system upgrades, and infrastructure projects.
  • Provide informal and formal training sessions to end-users on new software, hardware, and IT best practices to enhance user proficiency.
  • Contribute to the continuous improvement of service desk processes and procedures by providing feedback and suggesting enhancements.
  • Collaborate with other IT team members to test and evaluate new hardware and software for potential adoption within the organization.
  • Generate and analyze service desk performance reports to identify trends, measure SLA compliance, and pinpoint areas for improvement.

Required Skills & Competencies

Hard Skills (Technical)

  • Operating Systems: In-depth proficiency with Windows 10/11 and macOS environments for installation, configuration, and troubleshooting.
  • Active Directory / Entra ID: Strong experience with user account management, group policies, password resets, and security group administration.
  • Productivity Suites: Expert-level support for Microsoft Office 365 (Outlook, Teams, Word, Excel, SharePoint, OneDrive) and/or Google Workspace.
  • Ticketing Systems: Hands-on experience with ITSM platforms like ServiceNow, Jira Service Management, Zendesk, or Freshservice.
  • Networking Fundamentals: Solid understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi to diagnose connectivity issues.
  • Hardware Troubleshooting: Proven ability to diagnose and repair issues with desktops, laptops, printers, and mobile devices (iOS/Android).
  • Remote Support Tools: Proficiency in using software like TeamViewer, LogMeIn, SCCM Remote Control, or similar tools.
  • Mobile Device Management (MDM): Familiarity with MDM platforms such as Microsoft Intune or Jamf is a plus.

Soft Skills

  • Customer Focus & Empathy: A genuine passion for helping others and the ability to remain patient and professional under pressure.
  • Exceptional Communication: The ability to clearly and concisely explain technical solutions to both technical and non-technical audiences, both verbally and in writing.
  • Problem-Solving & Analytical Thinking: A logical and methodical approach to identifying, analyzing, and resolving technical problems.
  • Time Management & Prioritization: Ability to manage a high volume of tasks and tickets simultaneously, prioritizing effectively to meet deadlines and SLAs.
  • Teamwork & Collaboration: Eagerness to work as part of a cohesive team, share knowledge, and contribute to a positive work environment.
  • Adaptability: The capacity to quickly learn new technologies and adapt to changing processes in a fast-paced setting.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent, combined with relevant technical certifications and experience.

Preferred Education:

  • Associate's or Bachelor's degree.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Management Information Systems

Experience Requirements

Typical Experience Range:

  • 2-4 years of direct experience in a Service Desk, Help Desk, or Technical Support role.

Preferred:

  • Experience supporting a mid-to-large size corporate environment.
  • Industry certifications such as CompTIA A+, Network+, Security+, or ITIL Foundation are highly desirable.
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