Service Desk Engineer: MSP IT Support & White-Glove Helpdesk

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

Benefits offered by this job

401(k) with company match

Referral bonus program

Medical, Dental, and Vision Insurance

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Life Insurance coverage

Employee Assistance Program (EAP)

Paid Time Off starting on hire date

Sick Time Off

Employee Discount Program

Job summary

GFI Digital is seeking a Service Desk Engineer to deliver exceptional customer service while deploying, maintaining, and troubleshooting workstation and server environments. You will handle Windows workstations, servers, networking gear, and connectivity, with emphasis on proactive problem solving and high-quality client interaction.

The role requires strong documentation, the ability to prioritize tasks under pressure, and a professional presence.

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

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 experience

MSP experience

Windows Server

Networking hardware

Documentation

Prioritization under pressure

Attention to detail

Quick learner

Analytical problem solving

Multi-tasking

Professional appearance

Education

College Diploma or Degree in Computer Science

Microsoft Certification

CompTIA Certification

Cisco Certification

Tools

Microsoft

GSuite

Office 365

Job description

GFI Digital is seeking a Service Desk Engineer to deliver exceptional customer service while deploying, maintaining, and troubleshooting workstation and server environments. You will handle Windows workstations, servers, networking gear, and connectivity, with emphasis on proactive problem solving and high-quality client interaction.

The role requires strong documentation, the ability to prioritize tasks under pressure, and a professional presence.