Service Desk Engineer

Loudoun County Public Schools; Leesburg (VA); On-site; USD 40,000 - 52,000; Full time

Job summary

Loudoun County Public Schools is seeking a Service Desk Engineer to be the first point of contact for end users seeking technical assistance across the district. The role requires handling incidents, servicing requests, and elevating issues to specialized teams as needed.

The ideal candidate has an associate degree or ITIL/HDI/desktop certifications with at least two years of IT customer support experience and strong communication skills.

Qualifications

• Associate degree or ITIL Foundation, HDI Support Center Analyst or Desktop Support Technician certifications required.
• Two years of experience delivering customer service and technical support in IT.
• Outstanding verbal and written communication skills; able to explain technical details to both technical and non-technical end-users.
• Organized and detail oriented with the ability to handle a high volume of varying technical issues.

Responsibilities

• Provides support as the primary point of contact for all enterprise users seeking technical assistance or advice regarding IT services.
• Documents incidents and service requests; log, categorize and prioritize incidents; resolve issues or escalate to other teams.
• Identifies trends and logs problems for recurring incidents to prevent issues and minimize impact.
• Drafts and publishes district-wide communications about progress, changes, disruptions, and outages.
• Identifies and diagnoses technology-related issues including devices, hardware, software, configuration and network systems.
• Collaborates with subject matter experts to create and maintain knowledge base articles.
• Maintains a comprehensive service catalog of offerings and technologies.
• Tests processes and services to provide feedback and recommendations.
• Monitors service levels and collaborates with team and other LCPS departments to improve outcomes.

Skills

Organized and detail oriented

Verbal and written communication

Team collaboration

Education

Associate degree or ITIL/HDI/Desktop Support certifications

Job description

Position Overview

The Service Desk Engineer is an important and highly visible representative of the Department of Digital Innovation (DDI) as they are the primary point of contact for end user technical support. The Service Desk Engineer must be knowledgeable and familiar with DDI’s IT service catalog and able to utilize their skills, experience, and talent to resolve issues while providing excellent customer service. The Service Desk Engineer logs incidents and service requests to ensure that the enterprise ITSM system has accurate data which enables the organization to effectively deliver and maintain IT Services. The Service Desk Engineer must be knowledgeable about these offerings, understand the expected behavior, assist users with technical problems, and elevate appropriately when further assistance is needed.

Roles And Responsibilities

The following information is intended to describe the overall nature and scope of the work being performed in relation to the position. This is not a comprehensive listing of all responsibilities or tasks; other work may be assigned when deemed appropriate:

• Provides support as the primary point of contact for all enterprise users requiring technical assistance or advice regarding IT services
• Documents incidents and service requests; log, categorize and prioritize incidents according to established process and standards; resolve issues as appropriate or elevate to other teams for resolution
• Identifies potential trends and log problems for recurring incidents to prevent problems from occurring, eliminate recurring incidents, and minimize the impact of incidents that cannot be prevented
• Drafts and publishes district-wide communications to keep users informed of progress, planned changes, service disruptions, and outages
• Identifies and diagnoses technology related issues including devices, hardware, software, configuration and/or network systems in a timely and accurate manner
• Collaborates with subject matter experts to identify, create, and maintain knowledge base articles
• Maintains a comprehensive service catalog of existing, new, and retired service offerings and technologies offered by the district
• Tests processes and services to provide feedback and recommendations based on analysis
• Monitors service levels and collaborate with team and other LCPS departments to improve outcomes

Qualifications

Below are the minimum qualifications for this job. Equivalent combinations of education and experience are also acceptable.

Education

Associate degree or with ITIL Foundation, HDI Support Center Analyst or Desktop Support Technician certifications

Experience

• Two (2) years of experience in an Information Technology field
• Demonstrated experience delivering customer service and technical support

Licenses and Certifications

Knowledge, Skills And Abilities

• Organized and detail oriented with the ability to deal with a high volume of varying technical issues
• Outstanding verbal and written communication skills with the ability to articulate technical details to both technical and non-technical end-users
• Ability to work successfully in a team environment

Physical Requirements

The following provides a brief description of physical requirements for this position: While performing the duties of this job, the employee is regularly talking. expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. The employee must possess normal cognitive abilities including the ability to learn, recall and apply certain practices and policies. Frequently sitting and/or remaining in a stationary position for long periods of time. Exerting up to 50 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Reports to

Supervisor, Technology Support Center

FLSA Status

Non-Exempt

Months/Days/Hours

12 months/ 254 days/ 8 hours

Salary Level

Universal 8

Salary Scale

https://www.lcps.org/compensation

Salary Range

$29.20 - $37.58

Remote Work Eligible

Yes

Union Designation

Non-Union

Remote Work Disclosure

The following guidelines apply to jobs and positions where employees have been identified as having the potential to work remotely. Remote work is defined as completing one's duties and responsibilities at a site other than one's assigned duty location. In order to be eligible for remote work privileges, an employee must have demonstrated consistent, positive performance and have the support and approval of their direct supervisor. In addition, these employees must have reliable high-speed internet and a designated workspace that allows them privacy while completing sensitive and confidential work. Employees who are non-exempt and are working remotely will work their regular scheduled hours and gain prior approval from their supervisor if they work more than 8 hours a day or more than 40 hours in a workweek. Remote work privileges can be amended, changed, or revoked based upon the performance of the employee, as well as the needs of Loudoun County Public Schools.