Remote IT Service Desk Engineer

Young World Physical Education; Leesburg (VA); Hybrid; USD 40,000 - 51,000; Full time

Job summary

Loudoun County Public Schools in Leesburg, Virginia is seeking a Service Desk Engineer to be the primary contact for end-user IT support. You will log incidents, resolve issues, and escalate where needed to maintain robust IT services.

The role requires strong communication, organization, and teamwork, with the ability to draft district-wide communications and maintain the knowledge base and service catalog. Remote work eligibility is provided with full-time hours and 254 days per year.

Qualifications

• Associate degree or with ITIL Foundation, HDI Support Center Analyst or Desktop Support Technician certifications.
• Two (2) years of experience in an Information Technology field.
• Demonstrated experience delivering customer service and technical support.

Responsibilities

• Provides support as the primary point of contact for all enterprise users requiring technical assistance or advice regarding IT services
• Documents incidents and service requests; log, categorize and prioritize incidents according to established process and standards; resolve issues as appropriate or elevate to other teams for resolution
• Identifies potential trends and log problems for recurring incidents to prevent problems from occurring, eliminate recurring incidents, and minimize the impact of incidents that cannot be prevented
• Drafts and publishes district-wide communications to keep users informed of progress, planned changes, service disruptions, and outages
• Identifies and diagnoses technology related issues including devices, hardware, software, configuration and/or network systems in a timely and accurate manner
• Collaborates with subject matter experts to identify, create, and maintain knowledge base articles
• Maintains a comprehensive service catalog of existing, new, and retired service offerings and technologies offered by the district
• Tests processes and services to provide feedback and recommendations based on analysis
• Monitors service levels and collaborate with team and other LCPS departments to improve outcomes

Skills

Customer service

Technical support

Communication skills

Teamwork

Organizational skills

Education

Associate degree

ITIL Foundation certification

HDI Support Center Analyst

Desktop Support Technician certification

Job description

Loudoun County Public Schools in Leesburg, Virginia is seeking a Service Desk Engineer to be the primary contact for end-user IT support. You will log incidents, resolve issues, and escalate where needed to maintain robust IT services.

The role requires strong communication, organization, and teamwork, with the ability to draft district-wide communications and maintain the knowledge base and service catalog. Remote work eligibility is provided with full-time hours and 254 days per year.