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IT Service Desk Engineer
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on Indiana data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$49,692 / year median in Indiana
-16% projected decline
Job Description
Job Title:
IT Service Desk EngineerPay Type:
Salary Exempt Department:
Information TechnologyPosition Type:
Full-Time, Onsite Manager:
IT Service Delivery ManagerTravel Required:
Yes Job DescriptionThe Service Desk Engineer is responsible for delivering a quick and accurate resolution to issues throughout the business while maintaining excellent customer service, performing routine user maintenance, troubleshooting hardware and software, and expanding the knowledge of the IT department. This position requires knowledge of the industry combined with desktop, networking, and systems troubleshooting and support. Job DutiesProvide support to resolve incidents using the ITSM software. Perform problem management through troubleshooting to determine root cause. Provide after-hours support as needed.Schedule and oversee hardware warranty repairs.
Complete requested trainings and certifications.
Assist in selecting and maintaining IT hardware for the company. Update the imaging process as needed.
Follow defined IT processes and procedures.
Update and create knowledge base articles for IT staff and end users.
Promote a team environment by assisting other team members on support issues when needed.
Provide support through the Service Desk phone line as needed.
Any other tasks as needed by the IT Service Delivery Manager. Knowledge & Skill RequirementsStrong customer service and interpersonal skillsExcellent verbal and written communicationThe ability to communicate and interpret IT information to end-users Problem-solving through troubleshootingAttention to business-critical systems and responding accordinglyWillingness to learn and build IT and industry knowledgeThe ability to work with a positive attitude in a team environmentThe ability to work on multiple problems simultaneouslyWorking knowledge of the following technologies: Windows 10/11 environment, Active Directory, Exchange Management, Enterprise AV solutions, Imaging.
Working knowledge of the following troubleshooting tools: Command Prompt, Task Manager, Resource Monitor, MMC, etc. Education & Experience1+ years working experience on a Service Desk or Network Operations Center (NOC) with 100+ usersIndustry certifications (Net+, A+, ITIL, HDI-DST, Windows 10 MSCA, Sec+, etc.) preferredHigh school diploma/GED Physical RequirementsReliable transportation to accommodate travel between sites.
Occasional lifting and carrying of IT equipment up to 50 lbs.
Visual acuity, speech and hearing; hand eye coordination and manual dexterity necessary to operate a computer keyboard and networking/security equipment.
Reaching, walking, twisting, and kneeling to perform essential functions of the job.
Pre-employment drug screen required.
EOE