Remote IT Service Desk Engineer

Loudoun County Public Schools; Leesburg (VA); On-site; USD 40,000 - 52,000; Full time

Job summary

Loudoun County Public Schools is seeking a Service Desk Engineer to be the first point of contact for end users seeking technical assistance across the district. The role requires handling incidents, servicing requests, and elevating issues to specialized teams as needed.

The ideal candidate has an associate degree or ITIL/HDI/desktop certifications with at least two years of IT customer support experience and strong communication skills.

Qualifications

• Associate degree or ITIL Foundation, HDI Support Center Analyst or Desktop Support Technician certifications required.
• Two years of experience delivering customer service and technical support in IT.
• Outstanding verbal and written communication skills; able to explain technical details to both technical and non-technical end-users.
• Organized and detail oriented with the ability to handle a high volume of varying technical issues.

Responsibilities

• Provides support as the primary point of contact for all enterprise users seeking technical assistance or advice regarding IT services.
• Documents incidents and service requests; log, categorize and prioritize incidents; resolve issues or escalate to other teams.
• Identifies trends and logs problems for recurring incidents to prevent issues and minimize impact.
• Drafts and publishes district-wide communications about progress, changes, disruptions, and outages.
• Identifies and diagnoses technology-related issues including devices, hardware, software, configuration and network systems.
• Collaborates with subject matter experts to create and maintain knowledge base articles.
• Maintains a comprehensive service catalog of offerings and technologies.
• Tests processes and services to provide feedback and recommendations.
• Monitors service levels and collaborates with team and other LCPS departments to improve outcomes.

Skills

Organized and detail oriented

Verbal and written communication

Team collaboration

Education

Associate degree or ITIL/HDI/Desktop Support certifications

Job description

Loudoun County Public Schools is seeking a Service Desk Engineer to be the first point of contact for end users seeking technical assistance across the district. The role requires handling incidents, servicing requests, and elevating issues to specialized teams as needed.

The ideal candidate has an associate degree or ITIL/HDI/desktop certifications with at least two years of IT customer support experience and strong communication skills.