Job description

Job Title: SERVICE DESK ENGINEER I

Work Location: Indianapolis, IN

Work Shifts Available: We currently have availability for 3 shifts that ranges from early morning to evening. Shifts may change based on business needs.

Reports To (Title): Service Desk Manager

Supervision Received: General Supervision- indicates that the incumbent develops procedures for performance of variety of duties; or performs complex duties within established policy guidelines

Job Description: The position of Service Desk Engineer assists end-users in identifying and solving complex problems related to computers, hardware, software and other related items via the telephone, email, chat and remote desktop support.

ESSENTIAL DUTY(S)

• Interface with end-users to provide problem resolution via the telephone and

remote desktop support for hardware, software, and other items.

• Provide accurate and complete descriptions of problems, inquiries and requests

in a problem management ticket.

• Escalate problems and requests according to established procedures.
• Research end-user problems to determine root cause.
• Provide administrative tasks, such as password resets, permission

management, account creations, remote software installations, etc.

• Maintain accountability and ownership of issue/ request tickets.
• Provide proactive end-user management notification of problems.
• Provide closed looped contact with end-users to verify final solution and

determine satisfaction level.

• Participate in training required to develop and maintain skills necessary to

support end-users.

NON ESSENTIAL DUTY(S)

• Maintain a high standard of business and ethical conduct with end-user, vendors and employees.
• Perform related duties assigned by management.
• Follow workplace operating and environmental, health and safety procedures and guidelines.

Minimum Education Requirements:

High School Diploma or GED Equivalent (REQUIRED)

A+ Hardware and Software Certifications (REQUIRED)

N+ (Network, Plus) (DESIRED)

MCP Microsoft Certified Professional) (DESIRED)

Minimum Work Experience Requirements # of months or years: 2 Years
Industry background: Experience in providing technical services to support end-users’ computer hardware & software needs. Demonstrated ability to work within a customer service environment.

For Employment consideration, please provide an introduction cover letter along with salary requirements.

Job Type: Full-time

Pay: $17.00 - $22.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Indianapolis, IN 46278: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 2 years (Preferred)
• Windows: 2 years (Preferred)

Work Location: In person

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