Senior IT Service Desk Engineer: Automation & Onboarding

Techmer PM, LLC

Clinton (TN)

On-site

USD 100,000 - 125,000

Full time

14 days+

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Job summary

Techmer PM, LLC is seeking a Senior IT Service Desk Engineer to deliver Tier 1 and Tier 2 support for end-user computing, business applications, and collaboration platforms. You will own service desk processes, onboarding, and automation initiatives while coordinating with ERP and infrastructure teams.

Ideal candidates have 5+ years in IT support, strong Microsoft 365 and Intune experience, and a customer-focused approach.

Qualifications

Minimum of 5 years of experience in IT support, service desk, or technical support.
Experience administering or supporting Microsoft 365 environments.
Experience with endpoint management tools such as Microsoft Intune.
Proficiency with automation and scripting.
Working knowledge of Windows operating systems, computer hardware, and networking fundamentals.
Strong analytical and troubleshooting skills.
Excellent verbal and written communication skills.
Demonstrated ability to prioritize work and manage multiple tasks in a fast-paced environment.
Commitment to delivering excellent customer service.

Responsibilities

Provide Tier 1 and Tier 2 support for end-user computing technologies, business applications, and collaboration platforms.
Serve as a primary escalation point for complex technical issues and coordinate with ERP and infrastructure support teams when necessary.
Respond to support requests via phone, email, ticketing systems, and in-person interactions.
Install, configure, maintain, and troubleshoot computer hardware, software, and peripheral devices.
Troubleshoot and resolve issues related to Microsoft 365, Dynamics 365, endpoint devices, and other business-critical applications.
Develop and maintain automation solutions using scripting tools to improve efficiency and reduce manual effort.
Support endpoint management activities, including provisioning, deployment, configuration, and lifecycle management.
Coordinate technology onboarding activities for new employees, including device provisioning, account setup, application access, and end-user orientation.
Partner with Human Resources and business leaders to ensure new employees have the technology tools and access required for a successful start.
Assist with network troubleshooting involving LAN, WAN, wireless connectivity, and associated technologies.
Create and maintain technical documentation, knowledge base articles, and self-service resources.
Create and deliver user training sessions, technical documentation, and knowledge base content to improve technology adoption and user self-sufficiency.
Provide ongoing coaching and guidance to end users on Microsoft 365, business applications, and workplace technologies.
Generate and analyze service desk metrics to identify trends and drive continuous improvement.
Maintain hardware and software inventory records and reporting.
Administer and improve service desk workflows, reporting, and ticketing system configurations.
Support information technology security, compliance, and auditing initiatives.
Collaborate with external partners and service providers to ensure reliable infrastructure and security services.
Follow up with users to ensure timely resolution and a positive service experience.