Service Desk Engineer

GFI Digital; Maryland Heights (MO); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

401(k) and 401(k) matching

Health insurance

Paid time off

Vision insurance

Dental insurance

Job summary

A local technology solutions provider is seeking a Service Desk Engineer in Maryland Heights, MO. This role involves delivering exceptional customer service while troubleshooting and optimizing workstation and server hardware, networking equipment, and connectivity solutions. Candidates should have 3-4 years of IT support experience, strong communication skills, and the ability to work under pressure. Flexible schedules including hybrid and remote work are available, alongside competitive benefits like health insurance and 401(k) matching.

Qualifications

• 3-4 years of hands-on IT support experience.
• Working knowledge of Windows Servers and networking hardware protocols.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Responsibilities

• Serve as Tier III Engineer for mission-critical client issues.
• Troubleshoot network equipment such as switches and firewalls.
• Ensure that Service Level Agreements are met for all customers.

Skills

IT support experience

Windows workstation support

Network troubleshooting

Strong documentation skills

Analytical skills

Education

College Diploma or Degree in Computer Science

Tools

Microsoft Office Suite

O365

GSuite

Barracuda

Mimecast

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

Key Responsibilities

• Serve as Tier III Engineer and final escalation point for mission-critical client issues, including major outages, security incidents, or infrastructure failures
• 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 (Barracuda, 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)
• 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

• College Diploma or Degree in Computer Science
• Experience working with third-party vendors
• Microsoft, CompTIA, Cisco, and other certifications

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

• 401(k) and 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off immediately available upon hire
• Vision insurance
• In-office, hybrid, and remote schedules available!