Service Desk Engineer

Mission 

This role is responsible for handling all incoming IT support requests and working to completion to achieve the highest possible level of client satisfaction. 

outcomes                      



 

• Addressing tickets within the SLA of 60-minutes (emergency) and 4-hour (non-emergency) response time 

• Provide Accurate and Timely Documentation Updates to Knowledge Base and Tickets  

Responsibilities                      



 

• Act as the first line of support, as the main point of contact to clients to solve their technical issues: 

• Ensure all issues are documented as service tickets in PSA and updated in real time as events/actions occur. 

• Ticket statuses are kept current, documentation is clear, and customer expectations are met. 

• Issues resolved, and troubleshooting/resolution documented within ticket  

• Escalating tickets to Tier 2 appropriately, within time scope/skillset/urgency of request. 

• Provide IT support for Microsoft’s core business applications, customer line of business applications, server operating systems, and network-level support. 

• Improve and maintain service request documentation standards in documentation platform. 

• Mastery of service desk standard policies, processes, KPIs, and support services. 

• Identify customer concerns proactively.  Adjusting ticket priority accordingly. 

• Identify major security events and escalating appropriately. 

• Contribute content to Level 10 meetings. 

• Highly engaged in 1:1 with manager to provide feedback and improvements on the team and processes.
   

• Develop and execute an annual business plan. 

• Monitor the remote monitoring management system alerts and respond accordingly through service tickets. 

• Actively engage in VCS initiatives including ROCKs, Level 10 Meetings, and other requested meetings. 

• Participate in VCS On-Call team rotation.  

• Maintain advanced knowledge of VCS solution stack by completing assigned trainings and certifications.  

• Being fully available during standard business hours (8:00 AM – 5:00 PM, Monday-Friday) for customer support, plus occasional after-hours support to reduce business impact for customers.    

• Other duties as requested. 

COMPETENCIES 

• Minimum of three years’ experience in information technology for Tier 1. 

• Minimum of five years’ experience in information technology for Tier 2. 

• Advanced understanding of operating systems, business applications, printing systems, disaster recovery solutions, network systems, and security. 

• Excellent written and verbal communication skills, including the ability to explain complex technology in a manner that is understandable to others.   

• Technical awareness: ability to match resources to technical issues appropriately. 

• Honest, full of integrity and dependable- including being available in person or via cell phone.   

• Possess a genuine desire to help.  

• Takes ownership of all tasks and is committed to high quality results.  

• Track record of self-improvement and continuous learning. Demonstration through active Microsoft certification preferred.   

• Ability to multi-task and adapt to changes quickly, while providing patience & professionalism.  

• Good sense of humor, ability to have fun even in pressure-filled moments.  

• Professional attitude and appearance.  

Physical Requirements: 

☒Normal Office



☒Heavy work (lift 30-50 lbs.) 

☒Light work (lift 10 lbs.)

☒Very heavy work (lift over 50 lbs.) 

☒Medium work (lift 11-30 lbs.)

 

☒Other physical requirements (note): 

• The employee frequently is required to sit for extended periods of time and use hands to operate computer keyboard, telephone, and basic office equipment 

• While performing the duties of this job, the employee is regularly required to talk and hear  

• Ability to drive personal vehicle  

Mental Requirements: (as presently performed to accomplish essential functions) 

☒Reading, Writing, Calculating 

☒Social Interaction Skills 

☒Reasoning/Analysis 

☒Works with Minimal Supervision
 

☐Other Mental Requirements (note): 

N/A 

Language Requirements: 

Ability to effectively speak, read and write English. 

Signatures 

The employee signature below constitutes the employee’s understanding of the requirements, essential functions and duties of the position. 

Employee Signature/Date 

Vision Computer Solutions does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.