Desktop Support, Service Desk Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Administer Microsoft Windows Server within an Active Directory setting for various organizations.

• Oversee the administration and upkeep of end users' computers and related systems across different LAN/WAN environments.

• Conduct Operating System installations for both Windows Servers and Desktop systems.

• Identify and resolve hardware and software issues related to applications, operating systems, hardware, communication infrastructure, or any combination thereof.

• Enhance computer and network security by utilizing a range of security-focused software products and hardware devices.

• Support corporate networking and infrastructure devices, particularly concerning end user devices.

• Provide 2nd and 3rd level support and resolution for hardware, software, and application issues for customers.

• Address user-reported technical problems using available resources while adhering to established procedures and policies.

• Clarify computer and software functionalities to both technical and non-technical users.

• Document, monitor, and track problems to ensure a prompt resolution utilizing our internal systems (RMM and case tracking systems).

• Act as a liaison between customers and external support personnel to ensure accurate problem interpretation, maintaining communication with customers throughout the resolution process.

• Collaborate with third-party IT vendors, providing management and oversight.

• Perform additional duties as required.

⛳️ Requirements

• 3-5 years of experience in IT support (or equivalent aptitude).

• An empathetic, client-first approach with exceptional interpersonal skills.

• Strong attention to detail and the ability to adhere to structured processes.

• Excellent troubleshooting capabilities in Windows OS, Microsoft 365, and common IT issues.

• Familiarity with Active Directory, Azure AD, DNS, DHCP, RDS, and PowerShell.

• Outstanding written and verbal communication abilities.

• A demonstrated commitment to continuous learning and technical advancement.

• Previous experience in a Windows System Administration or IT Service Desk role is preferred.

• Experience with virtualization (VMware or Hyper-V) and remote PC management is preferred.

• Relevant certifications: CompTIA A+, Network+, Server+, Microsoft 365 Fundamentals, ITF+ are preferred.

🏝️ Benefits

• Competitive salary and benefits, including discretionary performance bonuses.

• Work from home with all necessary equipment provided.

• Opportunities for advancement and skill development in a dynamic environment.