Service Desk Engineer

Gfi-Digital-Inc.; Jefferson City (MO); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k) match

Referral bonus

Medical insurance

Dental insurance

Vision insurance

HSA

FSA

Life insurance

PTO

Sick time

Job summary

GFI Digital is a locally owned provider of office technology solutions, serving clients for over 25 years. The Service Desk Engineer will deliver exceptional customer service by implementing, maintaining, and troubleshooting workstation, server, and network components while ensuring high-quality support and strong documentation.

In this full-time office role in Missouri, you will handle escalations, deploy solutions, analyze trends, and manage end-user accounts, with a focus on meeting SLAs and

Qualifications

• 3–4 years of hands-on IT support experience in a similar role.
• Deploying and troubleshooting Windows workstations and apps.
• Supporting and maintaining Windows Server environments.
• Strong documentation skills for client environments and resolutions.
• MSP experience preferred and ability to work with vendors.

Responsibilities

• Participate in white-glove calls during high-urgency escalations with calm, expert communication.
• Deploy technical solutions to improve performance or add new services.
• Analyze ticket data to identify areas for improvement and address issues.
• Troubleshoot switches, firewalls, and wireless access points.
• Remediate compromised accounts using security software.
• Support Office 365 and GSuite with SPAM filtering tools.
• Administer end-user accounts, permissions, and access rights.
• Set up and troubleshoot Windows applications including Office suite.
• Provide third-party vendor management assistance.
• Ensure SLAs are met for all customers.

Skills

IT support

Windows OS

Windows Server

Networking hardware

Documentation

Troubleshooting

Customer service

MSP experience

Vendors management

Education

College Diploma in CS

Tools

Active Directory

Microsoft 365

GSuite

Job description

Why GFI?

GFI Digital is a locally owned, industry-leading provider of office technology solutions, helping businesses thrive for over 25 years. From managed IT and print solutions to networking, security, and unified communications, we make technology simple and impactful for our clients. Our success is driven by our people, and we’re committed to creating an environment where employees can grow, learn, and build long-term careers. If you’re looking for a company that truly cares about its people and its customers, GFI Digital is for you.

Service Desk Engineer Job Description:

As a Service Desk Engineer, you will be responsible for delivering exceptional customer service by implementing, maintaining, troubleshooting, and optimizing workstation and server hardware, software, network equipment, and connectivity. This role requires strong customer service orientation, excellent verbal and written communication skills, and a proactive approach to supporting clients effectively.

Schedule: This is a Full-Time position in the office.

Key Responsibilities:

• Participate in white-glove calls, especially during high-urgency or sensitive technical escalations, delivering calm, expert communication and resolution
• Deploy technical solutions to solve recurring issues, improve system performance, or implement new services for clients
• Analyze trends in ticket data or client feedback to identify areas for technical improvement and proactively address potential issues
• Troubleshoot network equipment such as switches, firewalls, and wireless access points
• Remediate compromised accounts via anti-virus/malware software
• Support various email systems (O365, GSuite) using SPAM filtering tools (Graphus, Inky, Mimecast, Defender)
• Administer and maintain end-user accounts, permissions, and access rights (e.g., password resets, new user/workstation setups)
• Set up, install, and troubleshoot various products, including the Microsoft Office Suite and other Windows applications
• Provide third-party vendor management assistance
• Ensure that Service Level Agreements are met for all customers

Qualifications:

• 3-4 years of hands-on IT support experience in a similar role (deploying and troubleshooting Windows workstations and applications, supporting and maintaining Windows Server environments)
• 3 years of MSP experience
• Working knowledge of Windows Servers and Networking hardware protocols
• Strong documentation skills, producing accurate documentation related to client environments and issue resolution
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Keen attention to detail
• Ability to absorb and retain information quickly
• Highly self-motivated
• Proven analytical and problem-solving abilities
• Solutions-focused
• Ability to multi-task and organize and prioritize deadlines accordingly
• Always exhibit professional appearance and demeanor

Preferred Qualifications:

• Education: College Diploma or Degree in Computer Science
• Experience: 3-4 years of Hands-on IT support experience. Experience working with third-party vendors.
• Certifications: Microsoft, CompTIA, Cisco, and others

Soft Skills:

• Precise attention to detail and a high level of organization
• Excellent communication and interpersonal skills
• Highly self-motivated and directed
• Able to meet deadlines and follow clear instructions

Benefits & Perks:

We believe in taking care of our team both professionally and personally. That’s why we offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance.

Financial & Retirement

• 401(k) with company match to help you plan for the future
• Referral bonus program. Get rewarded for bringing great people to the team.

Health & Wellness

• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Life Insurance coverage
• Employee Assistance Program (EAP) for confidential counseling and support services
• Paid Time Off starting on your hire date
• Sick Time Off
• Employee Discount Program for added savings

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