Service Desk Engineer — MSP IT Support Pro

GFI Digital; Lowell (AR); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k) match

Referral bonus

Health Insurance

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Life Insurance

Employee Assistance Program (EAP)

Paid Time Off

Sick Time Off

Employee Discount

Job summary

GFI Digital is seeking a Service Desk Engineer to deliver exceptional customer service by implementing, maintaining, troubleshooting, and optimizing workstation and server hardware, software, network equipment, and connectivity. The role requires strong communication, a proactive approach, and a focus on client success.

This Full-Time, on-site position in Arkansas emphasizes white-glove support, collaboration with clients, and ongoing system improvements while ensuring SLAs are met across

Qualifications

• 3-4 years of hands-on IT support experience in a similar role.
• 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.

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.

Skills

IT support

MSP experience

Windows Server

Networking hardware

Documentation

Prioritization

Attention to detail

Self-motivated

Analytical thinking

Problem solving

Multitasking

Professional appearance

Education

College Diploma or Degree in Computer Science

Tools

Microsoft Certification

CompTIA Certification

Cisco Certification

Job description

GFI Digital is seeking a Service Desk Engineer to deliver exceptional customer service by implementing, maintaining, troubleshooting, and optimizing workstation and server hardware, software, network equipment, and connectivity. The role requires strong communication, a proactive approach, and a focus on client success.

This Full-Time, on-site position in Arkansas emphasizes white-glove support, collaboration with clients, and ongoing system improvements while ensuring SLAs are met across