IT Service Desk Engineer

Impact Networking, LLC; Lake Forest (IL); On-site; USD 59,500 - 70,500; Full time

Benefits offered by this job

401(k) and retirement plans

20 days PTO

Comprehensive health plans

Job summary

Impact Networking, LLC, located in Lake Forest, Illinois, is seeking a skilled Service Desk Engineer. This role involves providing Tier 2 and 3 IT support to ensure customer satisfaction and efficient issue resolution. Candidates should have over 3 years in IT support with strong diagnostic abilities and solid communication skills.

The benefits for this position include health insurance, a generous PTO policy, training, and financial advisory services.

Qualifications

• Minimum 3 years as NOC Engineer, Service Desk Engineer, or similar roles.
• Experience in Windows Server Administration.
• Knowledge of networking concepts, including DHCP and VPN.

Responsibilities

• Provide Tier 3 support for escalated issues.
• Document user problems and resolutions promptly.
• Assist with onboarding new clients and users.

Skills

Strong IT diagnostic abilities

Strong written and verbal communication skills

3+ years of experience in IT support

Windows Server 2019-2025 Administration

Active Directory management

DNS, DHCP, VPN knowledge

Office 365 management

Fundamental troubleshooting of Office 365

Tools

VMware

Microsoft Exchange

SQL

SharePoint

Job description

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 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 Third Shift option is:

• Monday-Friday: 12 AM-9 AM

Responsibilities

Technical

• Provide Tier 3 end-user IT support escalated by Tier 1-2 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 onboarding 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, Licenses, Registrations

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

Compensation

The typical base salary range for this role is $59,500 to $70,500. 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 ongoing 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.

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.