Service Desk Engineer

Working hours

Service Desk is a 24/7 team and schedules are based on this coverage.

We are hiring for a Tier 1 and a Tier 2 position.

Tier 1: The schedule is Monday through Friday 6:30 AM to 3:30 PM MST after onboarding is complete.

Tier 2: T he schedule is Monday through Friday 8:00 AM to 5:00 PM MST after onboarding is complete.

During onboarding, the schedule is 7:30 AM to 4:30 PM MST, (Approximately weeks).

NOTE: The s chedule you work may shift by an hour in either direction due to new clients and volume based on time zone.

Location requirements

100% remote, USA – work from home

Why this job is exciting

This is a fast-paced, dynamic IT position. You will work hands-on with the latest technology in multiple environments. All while engaging our clients in the process to understand their technology needs and enhance their technology efficiencies.

Who you are

Proactive and independent technical expert who performs a variety of tier I and tier 2 technical support responsibilities, requiring a thorough working knowledge of information technology and remote desktop support. You are a skilled communicator on all levels and dedicated to providing top-notch customer service. Your meticulous attention to detail is shown through your timekeeping, documentation, execution of the technical work.

You Know How To:

• Serve as the first point of contact for customers seeking technical assistance and provide exceptional technical support via phone, email, and chat to clients, maintaining high levels of customer satisfaction.
• Troubleshoot, diagnose, and resolve Tier 1 technical issues related to hardware (e.g., printers, computers, peripherals) and common software applications.
• Resolve issues in Citrix environments or Virtual Desktop Infrastructure (VDI), such as user sessions, performance concerns, and software access problems.
• Log all technical issues and incidents in the ConnectWise ticketing system and update cases with detailed, comprehensive notes until issue is resolved.
• Ensure accurate documentation of client environments, issue resolution steps, and time/expense tracking.
• Understand ticket priority and criticality and direct unresolved issues to the next level of support personnel.
  Exhibit strong time management skills, ensuring that customer requests are handled promptly while meeting deadlines and maintaining high-quality service.

Hands-on experience in the following technologies:

• Citrix and VDI: Experience with Citrix Virtual Apps & Desktops, Citrix Receiver, and Virtual Desktop Infrastructure (VDI) technologies.
• Hardware and Software: Strong troubleshooting skills with computers, printers, peripherals, and applications, including cloud services and Microsoft O365 applications.
• Active Directory/M365 Administration & User Management: Experience with Active Directory (AD) and M365 admin portal, password resets, user