Service Desk Engineer

Position Title:

Service Desk Engineer Location:

California, US Department:

IT Operations Support Hours:

5:00 PM - 11:00

PM PT Position Overview:

We are looking for a proactive and technically skilled Service Desk Engineer to provide end-user support , incident management, and operational troubleshooting across enterprise IT environments. The role involves handling L1/L2 support activities, resolving user issues, managing service requests, and ensuring smooth day-to-day IT operations. T he ideal candidate should have hands-on experience with Microsoft 365, Windows environments, endpoint management, ticketing systems, and basic networking concepts. The engineer will work closely with infrastructure, security, and application teams to maintain high service availability and deliver excellent user support experience.

Core Responsibilities:

1. End User Support & Incident Management Provide technical support for hardware, software, network, and application-related issues. Handle incidents, service requests, and troubleshooting activities through ticketing platforms. Diagnose and resolve issues related to laptops, desktops, printers, VPN, email, and collaboration tools. Ensure incidents are logged, tracked, prioritized, and resolved within SLA timelines. Escalate unresolved or critical issues to appropriate teams when required. 2. Microsoft 365 & Collaboration Support Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint. Assist users with password resets, mailbox access, Teams configurations, and account-related issues. Troubleshoot email flow, calendar synchronization, and collaboration platform issues. Support MFA enrollment and Microsoft Authenticator onboarding for enterprise users. 3. User Account & Access Management Manage user accounts, permissions, and access requests across Active Directory environments. Handle onboarding, offboarding, and user provisioning following organizational access standards. Ensure proper access governance and compliance with internal security policies. Support group policy management and secure user configuration administration activities. Perform periodic access reviews and maintain accurate user permission documentation. 4. Endpoint & Device Management Support endpoint management platforms including Intune, JAMF, and ManageEngine environments. Perform software installations, patch deployments, and standardized device configuration activities. Troubleshoot endpoint compliance, antivirus alerts, and security-related device issues efficiently. Maintain accurate asset inventory records and endpoint operational documentation consistently. Coordinate endpoint health monitoring and ensure timely remediation of detected issues. 5. Monitoring & Operational Support Monitor operational dashboards and alerts for infrastructure and application-related service issues. Coordinate with infrastructure and cloud teams during outages and major incidents. Perform routine system health checks and operational validation activities regularly. Maintain IT operational documentation, knowledge articles, and standard operating procedures consistently. 6. Customer Service & Communication Provide professional and user-focused technical support to internal and external stakeholders. Communicate incident updates, resolutions, and service disruptions through proper channels. Maintain high customer satisfaction through timely issue resolution and proactive follow-ups. Participate in shift handovers and operational review discussions with support teams. Ensure clear documentation and communication during major incidents and escalations.

Key Technical Skills and Requirements:

Strong knowledge of Windows operating systems and Microsoft 365 administration environments. Experience handling incidents through Jira, ServiceNow, or ManageEngine ticketing platforms. Familiarity with Active Directory, Entra ID, and enterprise access management processes. Basic understanding of VPN, DNS, DHCP, networking, and Wi-Fi troubleshooting concepts. Hands-on experience managing endpoints and resolving enterprise device-related technical issues. Knowledge of remote support tools and ITIL-based service management methodologies. Strong troubleshooting, analytical thinking, and effective technical communication capabilities demonstrated. Ability to manage multiple incidents while prioritizing tasks within SLA timelines. Experience supporting collaboration tools including Microsoft Teams, Outlook, and OneDrive services. Understanding of endpoint security, antivirus management, and device compliance monitoring practices. Ability to perform root cause analysis for recurring technical support incidents. Strong documentation skills for maintaining SOPs, asset records, and incident reports.

Experience & Background Requirements:

Bachelor s degree in Computer Science, Information Technology, or related technical disciplines. 5-10 years of experience supporting enterprise IT service desk operations environments. Hands-on experience supporting Microsoft 365 and Windows-based enterprise user environments. Familiarity with ITIL service management processes and incident handling best practices. Exposure to cloud platforms, endpoint security, and modern workplace support technologies. Strong communication, troubleshooting, and customer handling skills within enterprise support environments.