Service Desk Engineer

Entre Computer Services; City of Rochester (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

Entre Computer Services in Rochester, NY is seeking a skilled Service Desk Engineer to join our team. The ideal candidate will have a strong technical background with expertise in Active Directory maintenance, Windows Server OS, and proficiency in managing Office 365 environments.

Responsibilities include responding to service desk tickets, provisioning users, licensing, email configuration, and comprehensive AD management.

Qualifications

• 3+ years of experience in a service desk or IT support role with a strong focus on customer service.
• Experience working with ITSM ticketing systems (e.g., ConnectWise).
• Knowledge of Active Directory, group policies, and user provisioning.
• Experience with Windows and/or macOS environments
• Experience troubleshooting Microsoft 365-related authentication, email, application, and connectivity issues.
• Hands-on experience supporting VPNs, remote access, and site-to-site tunnels.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Responsibilities

• Respond to service desk tickets and requests in a timely manner, ensuring high levels of customer satisfaction.
• Administer Office 365 environments, including user provisioning, licensing, email configuration, and SharePoint/OneDrive management.
• Manage Windows Server operating systems, including installation, configuration, and ongoing maintenance.
• Perform maintenance and administration tasks for Active Directory, including user management, group policies, and domain controller management.
• Manage user access and permissions related to network and security systems.
• Monitor network performance and respond to alerts to minimize downtime.
• Maintain detailed and accurate documentation of support tickets, configurations, and processes.
• Ensure compliance with IT policies, procedures, and security standards.
• Participate in on-call rotation or after-hours support as required.
• Document processes, procedures, and configurations to maintain accurate records and facilitate knowledge sharing.

Skills

Active Directory

Office 365 / Exchange

Windows & macOS support

ITSM ticketing (ConnectWise)

Networking basics

VPN support

Documentation

Customer service

Problem solving

Teamwork

Tools

ConnectWise ITSM

PowerShell scripting

Job description

Entre Computer Services is Rochester's leading provider in technology services including Managed Services, IT Infrastructure Engineering & Architecture, Application Development, Hardware & Software Sales, and IT Outsourcing & Recruiting. Entre has been headquartered in Rochester, NY since 1984, and serves organizations both regionally and nationally. Entre is a family-oriented organization that provides great flexibility in professional growth, offers resources for individual success in a team environment, and recognizes the importance of work-life balance.

Job Description

We are seeking a skilled Service Desk Engineer to join our team. The ideal candidate will possess a strong technical background with expertise in Active Directory maintenance, Windows Server OS and proficiency in managing Office 365 environments. The Service Desk Engineer will play a critical role in providing technical support and maintaining the IT infrastructure to ensure seamless operations within the organization.

Key Responsibilities

• Respond to service desk tickets and requests in a timely manner, ensuring high levels of customer satisfaction.
• Administer Office 365 environments, including user provisioning, licensing, email configuration, and SharePoint/OneDrive management.
• Manage Windows Server operating systems, including installation, configuration, and ongoing maintenance.
• Perform maintenance and administration tasks for Active Directory, including user management, group policies, and domain controller management.
• Manage user access and permissions related to network and security systems.
• Monitor network performance and respond to alerts to minimize downtime.
• Maintain detailed and accurate documentation of support tickets, configurations, and processes.
• Ensure compliance with IT policies, procedures, and security standards.
• Participate in on-call rotation or after-hours support as required.
• Document processes, procedures, and configurations to maintain accurate records and facilitate knowledge sharing.

Required Skills & Qualifications

• 3+ years of experience in a service desk or IT support role with a strong focus on customer service.
• Experience working with ITSM ticketing systems (e.g., ConnectWise).
• Knowledge of Active Directory, group policies, and user provisioning.
• Experience with Windows and/or macOS environments
• Experience troubleshooting Microsoft 365-related authentication, email, application, and connectivity issues.
• Hands‑on experience supporting VPNs, remote access, and site‑to‑site tunnels.
• Strong analytical and problem‑solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast‑paced environment.

Preferred Qualifications

• Industry certifications such as CompTIA Network+, CCNA, Fortinet NSE, or similar.
• Familiarity with ITIL best practices.
• Experience developing and maintaining PowerShell scripts to automate administrative tasks, system configurations, and routine IT processes.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Entre, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.