Service Desk Engineer

Saltchuk; Miami (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Saltchuk is seeking a Service Desk Engineer to operate and coordinate the IT service desk from Riviera Beach, FL. You will be the single point of contact for technical problems, initiating access to IT services and coordinating resolutions with IT staff.

You will support endpoint PCs, software, and peripherals, prepare documentation, and assist users with service requests. Travel to Tropical locations is expected up to 15%.

Qualifications

• Education: High School Diploma or equivalent.
• Three years PC application support with Service Desk or similar background.
• License: Valid Local Driver's License and Valid Passport.
• Travel: 15% travel to Tropical locations.

Responsibilities

• Troubleshoot and diagnose hardware, software, applications and network problems.
• Log, track, and follow up Service Desk requests; document issues and resolutions.
• Assist users with service requests and IT inquiries; provide remote or in-person support.
• Prepare system documentation and maintain endpoint hardware inventory.
• Set up and install endpoint computers, printers, and peripherals; upgrade firmware.
• Ensure compliance with corporate guidelines for endpoint systems.
• Maintain system security and data privacy.

Skills

Analytical thinking

Problem solving

Communication

Reading comprehension

Planning and organizing

Time management

Customer service

Microsoft Office

Windows operating systems

IT security basics

Education

High School Diploma or equivalent

Job description

Service Desk Engineer

Salary Grade: DPS 006

Job Level: AIP 6%

Location: Riviera Beach

Job Summary: Operate, maintain and coordinate an Information Technology Service Desk that provides internal customers with a single point of contact for technical problems. Initiates access to IT provided services, the resolution of IT related problems, inquiries into the status of work in progress, and helps define and coordinate the information systems related training needs of users.

Supports company personnel in utilizing endpoint computer equipment, software, and peripherals, such as a PC, laptops, or printers. Provides support for Office Systems and applications. Maintains supporting documentation.

Job Scope

Principal Duties and Responsibilities

• Acquires and maintains knowledge and skills required to support all designated software products employed by Tropical Shipping, working knowledge of all computing platforms and networks installed, and familiarity with business processes using them.
• Responsible for taking incoming telephone and/or email inquiries, troubleshooting and diagnosing hardware, software, applications and network problems.
• Ensures Service Desk requests are logged, tracked, and followed up with in an appropriate manner, resolved or scheduled for resolution by appropriate IT technical staff in a timely manner. Record and document issues and resolutions with the Helpdesk ticketing application.
• Assists users with the completion of service requests, reporting production incidents, and with any IT related questions and inquiries they may have.
• Provides support to users remotely or in person. Prepares system documentation.
• Sets up and installs endpoint computers, printers, scanners, and other peripherals, upgrading firmware, software, and outdated hardware systems as needed.
• Maintains inventory of hardware, software, and peripherals. Create records of repairs and fixes.
• Ensures compliance with corporate guidelines for the use and operation of endpoint systems.
• Maintains system security and data privacy and protection.
• Performs other duties as assigned.

Minimum Education, Certification, Experience and Physical Requirements

• Education: High School Diploma or equivalent.
• Experience: Three years PC application support with Service Desk or similar technical customer service background.
• License: Valid Local Driver's License and Valid Passport.
• Travel: 15% travel to both domestic and international Tropical locations.
• Physical: Manual dexterity to perform repetitive motion tasks on computer. Ability to sit 1/3 - 2/3 of day. Ability to work on feet for 1/3 - 2/3 day. Ability to frequently twist, bend, read, squat, kneel and climb heights up to 15 feet, occasionally must lift and carry up to 50 lbs.

Language

• English

Skills, Knowledge and Abilities

• Skills in analytical thinking and problem solving.
• Skills in oral and written communication.
• Skills in reading comprehension.
• Skills in planning and organizing.
• Skills in follow-up.
• Skills in keyboard operations.
• Skills in computer data entry.
• Skills in interpersonal relations.
• Skills in technological research, analysis, and problem-solving.
• Skills in Microsoft Office products.
• Knowledge of Windows operating systems environment.
• Knowledge of computer and telecommunications functionality and operation.
• Knowledge of IT industry standards.
• Knowledge of cybersecurity practices.
• Ability to work independently.
• Ability to work under deadline pressure and perform tasks as required.
• Ability to work on multiple assignments.
• Ability to set priorities, schedule work and work a flexible schedule.
• Ability to use a personal computer.
• Ability to work extended hours if required.
• Ability to work closely with others.
• Ability to perform tasks with minimum supervision.
• Ability to perform tasks requiring physical effort.
• Ability to communicate well both verbally and in writing.
• Ability to pay attention to detail.
• Ability to type 30 WPM.