Service Desk Engineer: Remote IT Support & Troubleshooting

Thrive; Birmingham (AL); On-site; USD 42,000 - 62,000; Full time

Job summary

Thrive is seeking an IT Help Desk specialist to deliver first-contact support for clients, handling tickets, diagnosing issues, and coordinating with engineers. The role emphasizes clear communication with end-users across varied environments and requires a strong technical foundation and customer-service focus.

You will work with Windows, macOS, M365, AD/Entra, and networking basics, with opportunities to grow across Thrive’s technology stack in a dynamic, fast-paced environment.

Qualifications

• 2–3 years of IT support in a help desk or MSP environment.
• Experience with ticketing systems (e.g., ServiceNow), remote support tools (e.g., Kaseya, Ninja), and RMM platforms.
• Proficiency supporting Windows 10/11, macOS fundamentals, Microsoft 365 (Outlook, Teams, OneDrive), and common line-of-business applications, including Office and Outlook configuration.
• Working knowledge of Active Directory/Entra, mobile device configuration and troubleshooting, workstation hardware, printers, and peripherals.
• Basic networking knowledge, including TCP/IP, DNS, and DHCP.
• Strong customer service focus with the ability to clearly communicate technical concepts to non-technical users.
• Excellent written and verbal communication, documentation, and time-management skills.
• Ability to work independently and collaboratively in a team environment.
• Availability to work after hours or participate in on-call rotations as required.

Responsibilities

• Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process.
• Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and accurately documenting all actions in Thrive’s tools.
• Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology
• Ask clarifying questions to fully understand client concerns and elevate issues to engineers when required due to time, complexity, or skill level.
• Manage the daily prioritization, coding, and routing of service incidents and requests.
• Follow Thrive's established best practices for task management
• Set and manage client expectations throughout the troubleshooting process, maintaining a focus on both prompt resolution and world-class customer service.
• Develop a strong understanding of Thrive products and their integration into client environments to ensure efficient and effective issue resolution.
• Work with and document diverse client computing environments, including unfamiliar workstation, server, and network configurations, to determine the fastest path to resolution.

Skills

Customer service

Verbal communication

Written communication

Time management

Team collaboration

Problem solving

Technical aptitude

Tools

ServiceNow

Kaseya

NinjaRMM

RMM platforms

Job description

Thrive is seeking an IT Help Desk specialist to deliver first-contact support for clients, handling tickets, diagnosing issues, and coordinating with engineers. The role emphasizes clear communication with end-users across varied environments and requires a strong technical foundation and customer-service focus.

You will work with Windows, macOS, M365, AD/Entra, and networking basics, with opportunities to grow across Thrive’s technology stack in a dynamic, fast-paced environment.