Service Desk Engineer

Phantom Staffing; Burlington (VT); Remote; USD 50,000 - 70,000; Full time

Job summary

A technical staffing company is seeking a remote Technical Support Specialist in Burlington, Vermont. The ideal candidate will provide remote and onsite technical support, diagnose and resolve various technical issues, and build long-term relationships with clients. An education background in IT, strong communication skills, and industry-related certifications are essential. This position encourages continuous skill development and proficiency in current technologies.

Qualifications

• Real world experience in a network administration or help desk position.
• Industry certifications from CompTIA, Microsoft, Cisco or VMware.
• Strong working knowledge of Workstation and Network Operating Systems.

Responsibilities

• Provide remote technical support to clients over the phone.
• Diagnose and resolve workstation, server and network infrastructure issues.
• Troubleshoot backup, malware, virus and other technical challenges.

Skills

Strong communication and interpersonal skills

Strong analytical and organizational skills

Desire to troubleshoot technical challenges

Customer service orientation

Education

Minimum of a two-year college degree or equivalent experience

Tools

Windows 10 & 11

Windows Server

VMware

Citrix

Job description

Responsibilities

• Provide remote technical support to clients over the phone using remote control tools
• Conduct onsite technical support at client location as needed
• Diagnose and resolve workstation, server and network infrastructure issues
• User account management Add/edit/disable accounts, setup new application users, etc.
• Troubleshoot backup, malware, virus and other technical challenges
• Help provision new laptops, desktops and mobile devices
• Work with application vendors in troubleshooting application errors
• Answer end user questions and remediate issues
• Possess the passion for providing great service and the desire to create Raving Fans
• Build solid, long-term relationships with team members and our clients
• Continue skills development; maintain proficiency in current technologies

Products and Services

• Windows 10 & 11 and associated hardware platforms
• Windows Server 2012, 2016 & 2019 and associated hardware platforms
• VMware or Microsoft Hyper-V virtualization technologies
• Anti-virus, Anti-spam and Anti-spyware
• Backup and Recovery technologies
• Citrix and Microsoft Remote Desktop Services
• Firewalls, Routers and Managed Switches
• LAN / WAN / Wireless networking hardware and software technologies
• Systems Management Software (HP Insight Manager, Dell OpenManage)

Prerequisites

• Real world experience in a network administration or help desk position
• Strong communication and interpersonal skills
• Strong analytical and organizational skills
• Desire to do what it takes to solve technical challenges
• Industry certifications from CompTIA, Microsoft, Cisco or VMware
• Minimum of a two-year college degree or equivalent experience
• Strong working knowledge of Workstation and Network Operating Systems, Network Applications and LAN / WAN / Wireless Technologies