Help Desk Support Engineer

Summary

Join our team as a Help Desk Support Engineer and take on the challenge of providing day-to-day support to over 500 employees. This key role offers a wide degree of creativity and latitude, with responsibilities including level 1 help desk support, troubleshooting passwords and access issues, and managing endpoint devices.

Requirements

• Experience in Microsoft Systems support
• Ability to work with vendor partners to address and/or support any network related requests
• Technical background in the following Concepts/Technologies: Windows 10, Windows 11, Microsoft O365, Azure Entra, Azure Endpoint Manager
• Familiar with Salesforce and/or Five9
• Ability to perform quality assurance activities to ensure standardization of best practices
• Monitor systems performance and implement performance tuning
• Available to respond to needs of internal customers for installation, maintenance and equipment malfunction and software solutions
• Knowledge of PCI and or SOC2 compliance
• A+ certification
• Network+ certification
• MCSA or CCNA preferred

Responsibilities

• Provide Tier 1 help desk which includes assessing, resolving or escalated desktop issues and local infrastructure issues
• Manage access to software services including but not limited to Salesforce and Five9
• Research, analyze, and diagnose Windows and Mac OS problems
• Receive and address incoming helpdesk support requests from 500+ internal customers
• Ensure that documentation changes are performed accurately, and timely. Communicate changes to other team members, as deemed necessary
• Handle special projects and assignments as requested by management
• Support a 200+ seat call center and provide 99.999% uptime service resilience
• Administrate the onboarding and offboarding of all employees

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation & Public Holidays)
• Short Term & Long Term Disability
• Retirement Plan (401k)