IT Service Desk Engineer

Impact Networking; Lake Forest (IL); On-site; USD 52,500 - 59,500; Full time

Benefits offered by this job

Valuable time off including PTO and holidays

401(K) & retirement plans

Professional development opportunities

Job summary

A managed services provider is looking for a Service Desk Engineer to deliver Tier 1 and Tier 2 IT support. The ideal candidate will manage user accounts and troubleshoot various IT issues, contributing to a 24/7 client service environment. Successful candidates will have strong communication skills and experience in IT diagnosing. The position offers opportunities for growth within a team-oriented culture.

Qualifications

• Experience troubleshooting Office 365 applications.
• Ability to manage user accounts.
• Strong communication and diagnostic skills.

Responsibilities

• Provide Tier 2 end-user IT support escalated by Tier 1.
• Document issues within Impact's ticketing system.
• Develop relationships with customers to enhance service.

Skills

Windows Server Administration

Active Directory management

DNS and DHCP

Office 365 administration

IT diagnostic abilities

Written communication skills

IT Support experience

Tools

Remote Desktop Services

VMWare and Hyper-V

Azure cloud solutions

Job description

Built on service. Powered by people.

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 and 2 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 Third Shift option is:

• Monday-Friday: 12 AM-9 AM

Responsibilities

Technical

• Provide Tier 2 end-user IT support escalated by Tier 1 Analysts
• 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

• 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
• 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.

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, Licenses, Registrations

• Microsoft Fundamental and Associate certifications
• CompTIA A+, Network+, Server+, Security+, etc. certifications
• Cisco certifications

What Drives Impact

Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a time.

Behaviors define what our 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

The typical base salary range for this role is $52,500 to $59,500. 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 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, 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

For more information, visit https://www.impactmybiz.com/careers/#benefits

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 limited circumstances 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.