Hybrid IT Support Engineer — Impactful Tech Help

GadellNet Consulting Services; Indianapolis (IN); Hybrid; USD 48,000 - 66,000; Full time

Benefits offered by this job

Health, vision, and dental insurance.

Paid time off, parental leave andvol 단

Flexible work environment

Access to mental health services

Employee matching donation program

401k and employer matching

Job summary

GadellNet Consulting Services in the Midwest is seeking a skilled Technical Support Engineer to deliver outstanding customer service and technical expertise through our help desk. The role involves fielding requests via chat, phone, and ticket system, resolving issues, and ensuring excellent client experience.

This position operates Monday through Friday, 7am–4pm CST, with a hybrid work model combining remote work from home and required in-office days for nearby offices.

Qualifications

• At least two years as a help desk/service desk engineer (MSP preferred).
• Windows 10+ and Microsoft 365 Admin Center experience (Entra, Exchange, SharePoint, Teams, Licensing).
• Active Directory and Windows Server 2012+.
• Android and iOS devices, printers/scanners, MS Office, TCP/IP basics.

Responsibilities

• Provide technical support and excellent customer service via phone, email, chat (Thread).
• Review and manage assigned tickets daily, ensuring updates and progression toward resolution (MTZ).
• Update ConnectWise Calendar and log time entries; track meetings and breaks.
• Attend weekly team huddles and one-on-one meetings with Lead; participate in on-call rotation.
• Meet quarterly KPIs (tickets closed per week, time per ticket, CSAT).
• Pursue relevant technical certifications to reflect Grow or Die value.

Skills

Teamwork

Communication

Time management

Documentation

Critical thinking

Customer service

Tools

ConnectWise

DattoRMM

ITGlue

Auvik

Thread

Job description

GadellNet Consulting Services in the Midwest is seeking a skilled Technical Support Engineer to deliver outstanding customer service and technical expertise through our help desk. The role involves fielding requests via chat, phone, and ticket system, resolving issues, and ensuring excellent client experience.

This position operates Monday through Friday, 7am–4pm CST, with a hybrid work model combining remote work from home and required in-office days for nearby offices.