IT Service Desk Engineer

Industry Analysts, Inc.; Lake Forest, Northern (IL, KY); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

PTO 20 days

Paid Sick Days

Paid Holidays

Parental Leave

Health Plan

Job summary

Impact’s Unified Support Service Desk in Lake Forest, IL provides 24/7 in-house support for clients. Service Desk Engineers act as Tier 1-3 resources, diagnosing and resolving IT issues remotely and escalating to advanced teams when necessary.

We seek candidates with 3+ years in similar roles and strong experience with Windows Server, Active Directory, DNS/DHCP, VPN, and Office 365 administration. Documentation and customer service are highly valued.

Qualifications

• 3+ years in a role such as NOC Technician, IT Support Engineer, or Service Desk Engineer.

Responsibilities

• Provide Tier 1-3 end-user IT support via phone and email.
• Document and troubleshoot user computing issues to resolution.
• Manage user accounts, licenses, and permissions in Office 365.
• Escalate to advanced engineering teams when needed.
• Document problem resolutions and processes in ticketing system.
• Assist with onboarding of new clients and users.

Skills

Windows Server 2019-2025

Active Directory

DNS/DHCP/VPN

Office 365 Admin

Office 365 troubleshooting

IT diagnostics

Communication skills

Job description

Impact exists because a small group of industry leaders believed companies in our space were doing it wrong. Many prioritized margins while the people doing the work and the clients relying on it became an afterthought. Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first.

What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next.

Job Overview

Service Desk Engineers will be utilized in many different capacities to ensure proper management and support of our Managed IT clients’ networks. Service Desk Engineers will serve as Tier 1, 2, and 3 resources for operational IT issues that can be diagnosed and troubleshot, remotely. Service Desk Engineers provide remote troubleshooting for Impact customers and elevate to advanced engineering teams, when necessary. The Service Desk is based out of the Unified Support Operations center on Impact’s corporate campus and provides 100% in-house, technical support for clients.

Impact’s Unified Support Service Desk provides 24/7/365 client support. The available shift options tend to vary over time but current options can be discussed with an Impact Talent Acquisition team member at the start of the interview process.

Responsibilities

Technical

• Provide Tier 1-3 end-user IT support via phone and email
• Identify, document, and troubleshoot user computing issues to resolution and maintain customer satisfaction
• Identify user problems and work within a structured problem management and resolution process to maintain customer satisfaction
• Work with Impact advanced engineering resources and vendors to deliver effective escalated support and services

Documentation and reporting

• On-time documentation of issues within Impact’s ticketing system
• Run historical reports to identify reoccurring service disruptions
• Document problem resolution and processes
• Assist with on-boarding of new clients and users
• Run diagnostic applications to resolve problems

General

• Participate in ongoing training and attainment of manufacturer certifications
• Develop and maintain relationships with customers and engineers that further develop our company’s positive reputation through exceptional customer service

Qualifications & Experience

Required Skills and Experience

• 3+ years of working experience as a NOC Technician, NOC Engineer, IT Support Engineer, Network Support Engineer, Systems Administrator, Network Administrator, IT Administrator, IT Specialist, Network Technician, Service Desk Engineer, Service Desk Analyst, etc.
• Windows Server 2019-2025 Administration
• Active Directory management and maintenance
• DNS, DHCP, VPN and foundational networking and connectivity concepts
• Ability to manage user accounts, licenses, and permissions through Office 365 admin portal
• Fundamental troubleshooting of Office 365 applications and services
• Strong IT diagnostic abilities
• Strong written and verbal communication skills

Valued Skills and Experience

• Remote Desktop Services and RMM familiarity
• VMWare, Hyper-V and other virtualization technologies
• Azure and other cloud solutions
• Microsoft Exchange, SQL, and SharePoint management
• Storage solutions: SAN, NAS, and Shared Storage
• Experience as part of a Microsoft Partner organization
• Experience working for a managed services organization

Valued Certifications, Licences, Registrations

• Microsoft Fundamental and Associate certifications
• Cisco certifications

What Drives Impact

Behaviors define what our core values look like in action. Leaders are expected to model them; teams are expected to live them:

Innovation: We embrace change because innovation lives outside the comfort zone.

Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact.

Honesty: We are fiercely transparent and consistently honest.

Fun: We fuel work with fun, knowing life’s too short for boring.

Low Ego: We champion ideas over titles, because brilliance knows no rank.

One Team: We win as a team, we lose as a team, we are one team.

Compensation

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensures and/or certifications, and other organizational needs.

Impact may offer applicable incentive compensation plans depending on role and/or department.

Full compensation details can and will be discussed with an Impact Talent Acquisition team member at the start of the interview process.

Benefits We Take Pride In

5-year Tiffany & Co. Gift Card or Custom Menswear, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards

Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave

Development and growth opportunities with on-going training & continued education reimbursement

401(K) & retirement plans with complimentary financial advisory services

Comprehensive health, disability, life, dental, and vision plans

Work Authorization & Immigration Sponsorship

Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in select cases based on business need, cost, workforce planning, and applicable government requirements. Impact does not guarantee sponsorship for any visa category and may decline certain petitions based on associated costs or regulatory requirements.

Certain positions within Impact may involve access to information, technology, software, or technical data that is subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Where required by applicable law based on the nature of the role, individuals in such positions must qualify as a “U.S. Person,” as defined by law, or otherwise be eligible to obtain any required government authorizations.

Scholarships for Veterans and their Families

BTA Disaster Grant Donation

BTA established the association’s Disaster Grant Program in 1992 to provide emergency financial support to BTA dealer members who have suffered a loss due to a natural disaster.