Service Desk Engineer I

Key Responsibilities

• Provide first-level support for client IT issues via phone, chat, and ticketing systems.
  
• Troubleshoot and resolve hardware, software, Microsoft 365, network, and connectivity issues.
  
• Manage, document, and update support tickets while meeting service-level expectations.
  
• Escalate complex issues when necessary and collaborate with internal teams to drive resolution.
  
• Maintain accurate documentation of troubleshooting steps, client communications, and time entries.
  
• Deliver professional, courteous, and high-quality customer service.
  
• Participate in onsite client support activities as needed.
  

Qualifications

• High School Diploma or GED required.
  
• 2+ years of IT support, help desk, or technical troubleshooting experience.
  
• Working knowledge of Windows 10/11, Microsoft Server environments, Microsoft 365, Active Directory, Exchange, Entra ID (Azure), and basic networking concepts.
  
• Preferred experience supporting switches, routers, firewalls, wireless networks, and VLANs 
  
• Strong problem-solving, communication, and customer service skills.
  
• Microsoft, CompTIA, or related IT certifications are a plus.