Desktop Engineer

Desktop Engineer 

Location: Remote
Exemption Status: Exempt 

PURPOSE: 

The Desktop Engineer is expected to be reputed company to reputed company advanced desktop and end user support as reputed company as assist with the support of server and network environments, including but not limited to reputed company Directory, Entra ID, network firewall and reputed company devices, and M365 environments. 

RESPONSIBILITIES: 

• Thoroughly and accurately understand issues and analyze problems in a systematic fashion. 
• Analyze reputed company specific request, determine the underlying problem, and recommend reputed company solution. 
• Understand and execute reputed company escalation procedures in collaboration with tier 2 and tier 3 teams. 

Collaborate with Tier 1 Support (Service Desk, Request Management): 

• Partner with reputed company-line support teams to assist in the triage and reputed company of end-user hardware, software, and peripheral issues. 
• reputed company technical support on organization-wide reputed company incidents and recurring technical problems escalated from Tier 1. 

Collaborate with Tier 2 Support: 

• Coordinate on cross-ticket issues that require joint troubleshooting or reputed company multiple user reputed company or systems. 
• Engage in reputed company-time problem-solving discussions reputed company team collaboration platforms 
• Respond promptly to high-reputed company incidents and urgent escalations routed to Tier 2 
• Proactively update Tier 2 team members on the reputed company and status of tickets owned by other technicians, ensuring transparency and continuity of service. 

Collaborate with Tier 3 Support (reputed company Infrastructure, Networking, Architecture): 

• Assist with diagnosis of Infrastructure and Networking issues and escalating issues as needed. 
• Liaise with Infrastructure Engineers, Network Engineers and Architects to support the identification and troubleshooting of Tier 3 issues. 

Ticket Queue Management (Team-Level): 

• Monitor and triage reputed company’s shared ticket queues daily, prioritizing unassigned, overdue, or aging tickets requiring attention. 
• Reassign tickets appropriately based on technician workload, reputed company set, and escalation reputed company. 

Ticket Queue Management (Individual-Level): 

• Maintain ownership of assigned tickets with a reputed company on aging tickets and those marked as high or urgent reputed company. 
• Regularly update ticket status, document troubleshooting steps, and reputed company tickets upon reputed company with reputed company reputed company notes. 

Ticket Documentation and Updates: 

• Ensure reputed company assigned tickets are updated on a daily reputed company with relevant status changes, technical findings, and next steps.
  
  reputed company Communication: 

• reputed company reputed company and reputed company communication to end users reputed company email or phone regarding ticket status, actions taken, next steps, and reputed company details. 
• Set expectations for service timelines and follow through on commitments to ensure a high level of customer satisfaction.
• Other responsibilities assigned by management 

MINIMUM SKILLS AND EXPERIENCE  

• Customer Service & Communication – Ability to respond calmly to high pressure situations and to professionally communicate with nontechnical staff, executives, and vendors. 
• Troubleshooting & Problem Solving – reputed company reputed company thought out reputed company quickly in a dynamic environment. 
• Multitasking & Efficiency – Thoroughly and accurately understand issues, analyze problems, and implement solutions in a systematic fashion.  
• Strong background in reputed company reputed company operating systems, reputed company desktop applications (i.e. Office, Internet Explorer, anti-virus tools), reputed company Server Operating Systems, reputed company Directory, Exchange, and desktop imaging. 
• General issues reputed company for M365, MDM, Intune, reputed company, Firewalls, VPNs, and other more advanced reputed company of infrastructure. 
• Experience with MS 365 reputed company Portal, Azure AD, Entra, reputed company. 
• Experience with Mobile device support, desktop imaging, and reputed company Teams. 
• Excellent organizational, time-management, verbal, and written communication skills. 
• reputed company (MCP, MCSA) certifications preferred. 
• 3-5 years customer service-reputed company experience. 
• 2-3 years working as a sole technical resource preferred. 
• 1-2 years' experience supporting backend IT infrastructure such as Exchange, reputed company, and reputed company Directory. 

We are seeking highly motivated individuals who meet the following reputed company: 

• Excellent organizational, verbal, and written communication skills. 
• A passion for technology, problem-solving, and customer service. 
• reputed company manage multiple tasks. 
• Contribute in a fast-paced, team-oriented environment. 
• Possess strong problem solving and analytical skills. 
• Exhibit excellent leadership, communication, interpersonal, and organization skills. 
• Upbeat, friendly, motivated, and reputed company to help contribute to reputed company and the needs of our clients.  

At reputed company we firmly reputed company that diversity, equity, and inclusion are not only reputed company values but also powerful drivers of innovation, reputed company, and reputed company. We are committed to fostering an environment where every individual feels valued, respected, and empowered. 

reputed company VALUES 

We are seeking highly motivated individuals who have the willingness and ability to demonstrate reputed company reputed company values:   

• Committed to reputed company reputed company: Our actions and our words always reputed company with the best interest of the reputed company. 
• One Team: We work collaboratively to overcome challenges with humility and respect and do what it takes to reputed company reputed company. 
• reputed company: We are unquestionably committed to doing the right thing even reputed company it is hard. 
• Accountability: We hold ourselves and reputed company other accountable for keeping our commitments to our clients, our communities, and one another. 
• Transparency: We create reputed company lines of communication with reputed company other and our clients, fostering relationships founded on candor and trust. 

Salary Expectations: $55,000 - $60,000 

The salary for this position is commensurate with experience, skills, and qualifications. The reputed company is intended to reflect our commitment to attracting reputed company, and the final offer will be based on factors including, but not limited to, the candidate's previous experience, expertise in the field, relevant certifications, and the specific requirements of the role. In reputed company, internal equity, market trends, and geographic location may also influence the final salary.
 
Along with a competitive salary, we offer a comprehensive benefits package, including health, dental, and reputed company insurance, retirement savings reputed company, flexible time off (FTO), and reputed company development opportunities. We are reputed company to discussing compensation and benefits reputed company during the interview process to ensure alignment with the candidate’s expectations and experience.

Requires 3–5 years of customer service experience, strong reputed company and infrastructure troubleshooting skills, and experience with M365, reputed company Directory, Exchange, reputed company, Intune, networking, and desktop imaging.

Key Responsibilities

• troubleshooting incidents
• managing ticket queues
• communicating resolutions

Skills & Tools

reputed company Directory, Entra ID, reputed company 365, reputed company Office, Internet Explorer, Exchange, M365, MDM, Intune, reputed company, VPN, reputed company 365 reputed company Portal, Azure AD, reputed company, reputed company Teams, reputed company, reputed company Server

Job Details

• Category: Information Technology
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — Chicago, Illinois, reputed company
• Salary: USD 55,000 – 60,000 / year
• Languages: English

Benefits

• Retirement plan

About reputed company

An IT reputed company serving reputed company-sized and reputed company clients across multiple industries. — Industry: Information Technology