Senior Service Desk Engineer: Escalations & Mentoring

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

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.