Desktop Support Specialist

EMW Staffing Solutions LLC; Boca Raton (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

EMW Staffing Solutions LLC in Boca Raton, FL, seeks a Senior Help Desk Engineer for a fast-paced MSP environment. You will support Office 365/Azure, implement IT solutions, and ensure end-user productivity across client environments.

You will be the initial reference point for IT support tickets, escalate when needed, and collaborate with a larger team to deliver reliable service. Onsite work in Boca Raton with occasional field visits is required.

Qualifications

• College diploma or university degree in Computer Science or 5 years equivalent experience.
• Experience with Managed Services Providers.
• Advanced experience with Windows 10/11, Server 2016/2019/2022, and macOS.

Responsibilities

• Provide service desk support via phone, web portal, and email to ensure timely resolutions.
• Provisioning and system setup for new hires using Autopilot.
• Prioritize incidents and service requests to meet defined SLAs.
• Leverage RMM and diagnostic utilities to aid in resolving support requests.
• Install and configure hardware and software across network infrastructure devices.

Skills

End-user support

Troubleshooting

Customer service

Team collaboration

Education

College diploma or university degree in Computer Science

Tools

Autopilot

RMM

PSA service desk

Job description

Term: Full time

Vertical: MSP.

Dashboard: This is a senior help desk support role for a local MSP that is part of a larger organization. The group is very big in supporting the Office 365 Stack/Azure/related networks for customers in southern FL (West Palm Beach to FT Lauderdale). Some of the end customers are large enterprise environments.They use the typical support tools associated with the MSP model. The group is rapidly growing, and the right person can quickly mold into cutting edge project work in this space.

A few thoughts:

This is an MSP model, so the assumed various client with various issues model is the setting. While those from an enterprise support model are encouraged to apply, having this dexterity is important.

Please be ale to be onsite in Boca and perhaps do some onsite rack/stack project work in the area. Some driving to end customers is expected. Mileage will be reimbursed.

This is a fast paced environment, a smaller office in the area with the support of a much larger company when needed (collaboration/training/etc).

Summary

The Senior Help Desk Engineer's role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the role will be to respond to support requests in a timely manner, be the initial reference point for all IT support-related tickets, and ensure the satisfaction of the end-user, among other technical duties.

IT Engineers are expected to display good interpersonal skills as they will interact with colleagues from various departments, executive levels, and customers daily. The Senior Help Desk Technician will possess the ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills.

The Senior Help Desk Engineer works jointly with the internal team to provide escalation to incidents that require strong critical thinking skills and root cause analysis. The selected candidate will be results-oriented, self-motivated, energetic, professional, reliable, and a team player.

Distinguishing Factors

This position is distinguished from a Level I and Level II role by expanding the technical role and operational procedures with little supervision and direction and demonstrating a high level of independent decision-making abilities. This involves working directly with customers, monitoring backups, providing advanced troubleshooting assistance to clients and other IT Support Engineers, determining best practices and standard computing procedures, and fostering good communication between TeamLogic IT and their clients. The Senior Help Desk Engineer addresses customer computing needs and resolves assigned service requests, monitors site performance and up-time through ongoing customer communication and feedback. The position recommends and initiates process improvements to maximize operational efficiency, supports a variety of advanced projects and tasks, helps lead, mentor, and coach other IT Support Technicians while also demonstrating a high level of proficiency with regards to company concepts, practices and protocols.

• Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
• Provisioning and system setup for new hires using Autopilot.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Leverage RMM and diagnostic utilities to aid in resolving support requests.
• Firm understanding of a PSA service desk
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Installing and configuring hardware and software components throughout various network infrastructure devices.
• Install, oversee, and configure endpoint protection.
• Entra ID advanced proficiency.
• Intune advanced proficiency.
• Microsoft 365 advanced proficiency.
• Microsoft Azure cloud management and oversight.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Network firewall, switch, and router administration and maintenance.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Establishing good relationships with all departments and colleagues.
• Ensuring company safety and security standards are met.
• Network and server solution design and architecture.

Senior Help Desk Technician Requirements:

• College diploma or university degree in the field of Computer Science and/or 5 years equivalent work experience.
• Previous Managed Services Provider experience
• Advanced experience with desktop and server operating systems including Windows 10/11, Server 2016, 2019, 2022, and Mac OS.