L2 Service Desk (USA CO)

Moksh Tech; Colo (IA); On-site; USD 70,000 - 90,000; Full time

Job summary

Moksh Tech is seeking a Service Desk Engineer to manage escalated tickets and service desk workflow from its Colorado Springs location. You will act as a contact point during absences of the Director of Operations and mentor junior technicians in escalation strategies.

You will troubleshoot PCs, servers, laptops, and network devices, coordinate with TAMs, monitor KPIs, and ensure timely ticket closure. A strong customer-service mindset and 5–7 years of IT service desk experience are expected.

Qualifications

• Bachelor's degree in computer science or equivalent education/experience.
• 5-7 years IT Service Desk or similar with leadership experience.
• Flexibility in time commitment and role/project assignment.
• Commitment to a mission-driven organization.
• Experience delivering IT reassurance in fast-paced settings.
• Customer service experience both over the phone and in person.
• Standard work hours availability.
• Valid driver's license and reliable transportation.
• Office365/SharePoint management and troubleshooting.

Responsibilities

• Resolve escalated Service Desk tickets and manage workflow.
• Serve as point of contact for Service Desk in absence of Director of Operations.
• Teach escalation resolution strategies to Service Desk technicians.
• Prioritize quick resolution and close tickets, including unassigned ones.
• Keep clients or team members updated on progress and ETA.
• Monitor ticket workflow with Service Coordinator and ensure KPIs.
• Coordinate with TAMs on escalations and approvals.
• Troubleshoot PCs, servers, and laptops with clients and peers.
• Close tickets timely; follow Daily Technician Checklist.
• Provide daily updates to clients on outstanding issues.
• Watch for urgent alerts and update documentation.
• Follow time-tracking and use RMM, PSA, and standard troubleshooting techniques.
• Act as escalation resource and propose long-term solutions.
• Participate in on-call rotation for evenings/weekends.

Skills

Customer service

Communication

Team & independent work

Attention to detail

English proficiency

Time management

On-call readiness

Education

Bachelor's degree in computer science or equivalent

Tools

Office365/SharePoint

Active Directory

Server 2008r2-2016

Remote Desktop Server (RDS)

SonicWall/Meraki firewall

Switch/VLAN

Printer/network peripherals troubleshooting

Scan to email/folder

Office Business Applications

Backup/Disaster Recovery

Autotask

Job description

Job Title: Service Desk Engineer

Location: Colorado Spring, CO

Responsibilities

• Resolving escalated Service Desk tickets
• Managing Service Desk workflow and serving as point of contact for Service Desk in absence of Director of Operations
• Teaching escalated ticket resolution strategies and methodologies to Service Desk technicians
• Preventing service failures by prioritizing quick close tickets, including unassigned
• Updating clients or team members on progress and ETA for resolution

Managing Ticket Workflow With Service Coordinator, Including

• Ensuring response time KPI using Start Tick code
• Moving appropriate tickets to flight queue
• Marking tickets awaiting confirmation
• Anticipating needs of Service Desk technicians
• Coordinating appropriately with TAMs regarding escalations and approvals

• Monitoring voicemails received, alerts, and offline emergencies
• Updating Director of Operations or team if there is a Q1 as soon as possible
• Identifying continuous improvement trends in tickets and proposing solutions
• Troubleshoot PCs, servers, laptops, etc., with client representatives and peers
• Complete tickets in a timely manner or engage with team for assistance
• Follow Daily Technician Checklist to ensure continued focus on current tickets
• Update clients clearly and professionally daily for anything outstanding
• Watch for and address any urgent alerts
• Review and update documentation
• Follow time-tracking and ticket notes and use tools such as RMM, PSA, and standard troubleshooting techniques
• Resolve issues thoroughly and quickly
• Act as escalation resource
• Recommend long-term solutions to reduce potential for future issues.
• Assist in the on-call rotation for evenings/weekends (overtime)
• Regularly meet with team and provide feedback on common issues
• Complete training regularly or when requested by supervisor
• Perform work both remotely and in the Groff NetWorks office
• Be available to dispatch to client sites at any time when need arises

Qualifications

• Bachelor s degree in a computer science discipline or an equivalent combination of education, certification, and work experience
• 5 - 7 years of IT Service Desk or similar experience progressively responsible project management or leadership experience in an IT environment, or an equivalent combination of education, certification, and work experience
• Flexibility in time commitment and role / project assignment
• Commitment to contributing to a mission-driven organization
• Experience proving IT reassurance in a fast-paced environment
• Customer service experience both over the phone and in person
• Standard work hours availability
• A valid driver s license and reliable transportation
• Office365/SharePoint account management and troubleshooting

Preferred Technical Experience

• Office365/SharePoint account management and troubleshooting
• Active Directory Management and familiarity with User Groups and Group Policy
• Server 2008r2 to Server 2016 troubleshooting experience
• Experience in Remote Desktop Server (RDS) environments
• SonicWall/Meraki/ firewall hardware experience
• Switch/vLAN configuration experience
• Printer/networked peripherals connectivity troubleshooting experience
• Scan to email/Scan to folder
• Office Business Application experience
• Familiarity with Backup Disaster Recovery and file restoration
• Experience with Autotask

Additional Skills

• Ability to work with a team and independently
• Attention to detail
• Ability to sit or stand at a computer workstation for hours at a time
• Manual dexterity for data entry using keypad, mouse, and other
• Ability to accurately view computers and other electronic screens, with assistance as needed
• Proficiency in written and spoken English