Hybrid IT Help Desk Engineer

GadellNet Consulting Services, LLC.; Indianapolis (IN); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health, vision, and dental insurance

Paid time off and parental leave

Flexible work environment

Mental health services

401k and employer match

Job summary

GadellNet Consulting Services is seeking a skilled Technical Support Engineer to deliver outstanding customer service and technical expertise via our help desk. You’ll work with your PODS team to handle chat, phone, and ticket requests, resolving issues and ensuring a great client experience.

The role operates Monday–Friday, 7am–4pm CST, with a hybrid work model for candidates near an office. We value diverse perspectives and are an Equal Opportunity Employer, committed to growth, environment,

Qualifications

• Two years of help desk or service desk experience ( MSP preferred).
• Proficient in Windows 10+, Microsoft 365 Admin Center (Entra, Exchange, SharePoint, Teams, Licensing).
• Experience with Active Directory and Windows Server 2012+.
• Familiar with TCP/IP and basic networking.

Responsibilities

• Provide technical support and excellent customer service via phone, email, chat.
• Review and manage assigned tickets daily; ensure timely responses and progress toward resolution.
• Update ConnectWise Calendar; log 8 hours daily; participate in team huddles and on‑call rotation.
• Meet quarterly KPIs: tickets closed, average time per ticket, CSAT.

Skills

Customer service

Written & verbal communication

Time management

Team collaboration

Problem solving

Tools

ConnectWise

DattoRMM

ITGlue

Auvik

Thread

Job description

GadellNet Consulting Services is seeking a skilled Technical Support Engineer to deliver outstanding customer service and technical expertise via our help desk. You’ll work with your PODS team to handle chat, phone, and ticket requests, resolving issues and ensuring a great client experience.

The role operates Monday–Friday, 7am–4pm CST, with a hybrid work model for candidates near an office. We value diverse perspectives and are an Equal Opportunity Employer, committed to growth, environment,