Service Desk Engineer

At LMT Technology Solutions (www.LMTtech.com), we Lead, Manage, and Transform businesses through tailored IT solutions that align with their unique needs. As a trusted Managed Service Provider (MSP), we specialize in delivering cutting-edge technology services, including IT infrastructure management, professional services, cybersecurity, cloud solutions, and strategic consulting. Our mission is to empower our clients to thrive by ensuring their technology operates seamlessly and securely, helping them achieve their business goals with confidence.

The cornerstone to LMT's success is our employees. We cultivate a culture of encouragement and growth through professional development, collaboration, and innovation for our LMT Team. Through generous contributions to healthcare benefits, 401(k) matching, opportunities for advancement, a fully stocked fridge with snacks and sodas, and the occasional office dog visit, we strive to make our employees feel valued and appreciated.

Position Overview

Provide remote support to clients from LMT’s office in the historic High Falls District by diagnosing and resolving hardware and software issues, installing and configuring computer systems and applications, and ensuring optimal setup and functionality. Maintain a high level of customer satisfaction by adhering to LMT’s support standards and procedures, meeting SLA requirements, effectively communicating with clients to gather information, provide updates, and explain solutions, and delivering high-quality technical support in alignment with LMT’s expectations. This position may also serve as a backup for desk-side support, requiring comfort with in-person client interactions when needed.

Perks

LMT’s compensation package includes a competitive base salary, quarterly bonuses, long-term incentives and a generous Employee Benefits Package

• PTO: 18 days of PTO in a year
• LMT contributes $875 a month to your Benefits Package
• LMT offers a company matched 401(k) plan, up to 4%, after 6 months of active employment
• Company paid professional development opportunities for professional certifications and soft skills training
• Opportunities for community involvement

What We’re Looking For

• Strong client interaction skills and the ability to provide professional support remotely and in-person if needed.
• Able to be flexible and adaptable to the changing needs of the team.
• Ability to handle multiple tasks under time constraints.
• Self-motivation, high level organizational and time management skills.
• Documentation skills to ensure knowledge is shared and incidents are tracked effectively.

Principal Duties and Responsibilities

• Troubleshoot and resolve client hardware, operating system, and software related issues, using remote tools.
• Query client on properly documenting issues.
• Troubleshoot and resolve network and server access issues using remote tools.
• Monitor and respond to client site alerts, escalate to the Service Desk Manager and Account Team as necessary.
• Follow LMT ‘s Escalation procedure if an issue cannot be resolved remotely or within a reasonable amount of time.
• Follow Service Desk SOP’s
• Document resolution in ConnectWise and communicate with client on the status and resolution of issues.
• Act as a backup for on-site deskside support
• Consistent, punctual, and dependable attendance is necessary to meet the needs of our clients and the LMT team

• Minimum 1 year of experience supporting servers, workstations, printers and network switches
• Previous experience servicing and troubleshooting Microsoft Windows Server, Exchange Server, SQL Server, and Active Directory
• Previous experience with Microsoft 8, 10, 11, Microsoft 365
• Ability to diagnose and prioritize client issues and properly manage client expectations
• Demonstrated problem-solving skills and critical thinking ability
• Strong written and verbal communication skills
• Must have a valid driver’s license and access to timely and reliable transportation to get to work
• Interest in in-person collaboration and face-to-face interactions.

Additional Preferred Skills

• Knowledge of VMWare and/or Hyper-V a plus
• Certifications: A+, MCP, MCSE, CCNA, and other related certifications a plus
• Knowledge of ConnectWise a plus

Working Conditions

• FLSA Status: Non-Exempt position
• Shift: 8:00 AM – 5:00 PM with a one-hour lunch
• Job location: LMT office in the historic High Falls District
• This position may also require providing onsite desk-side support as needed.