IT Service Desk Engineer- 3rd Shift

Job Description

DescriptionImpact is hiring Service Desk Engineers for our Nationally ranked Best and Brightest Workplace! Impact is a leading national managed services provider, specializing in: IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support –with a driving focus to bring enterprise-level resources to the SMB and midmarket.

We are committed to customer-centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth. Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do. OverviewService Desk Engineers will be utilized in many different capacities to ensure proper management and support of our Managed IT clients’ networks. Service Desk Engineers will serve as Tier 1 and 2 resources for operational IT issues that can be diagnosed and troubleshot, remotely.

Service Desk Engineers provide remote troubleshooting for Impact customers and escalate to advanced engineering teams, when necessary. The Service Desk is based out of the Unified Support Operations center on Impact’s corporate campus and provides 100% in-house, technical support for clients.

Impact’s Unified Support Service Desk provides 24/7/365 client support. The available Third Shift options are:Saturday-Tuesday: 12 AM-11 AMMonday-Friday: 12 AM-9 AM The Brand-New USO: Impact Networking’s 24/7 Customer Service CenterResponsibilitiesTechnicalProvide Tier 2 end-user IT support escalated by Tier 1 AnalystsIdentify, document, and troubleshoot user computing issues to resolution and maintain customer satisfaction Identify user problems and work within a structured problem management and resolution process to maintain customer satisfaction Work with Impact advanced engineering resources and vendors to deliver effective escalated support and servicesDocumentation and reportingOn-time documentation of issues within Impact’s ticketing systemRun historical reports to identify reoccurring service disruptionsDocument problem resolution and processesAssist with on-boarding of new clients and usersRun diagnostic applications to resolve problemsGeneralParticipate in ongoing training and attainment of manufacturer certificationsDevelop and maintain relationships with customers and engineers that further develop our company’s positive reputation through exceptional customer serviceWhat We Are Looking For Required Skills and Experience Windows Server 2019-2025 AdministrationActive Directory management and maintenance DNS, DHCP, VPN and foundational networking and connectivity conceptsAbility to manage user accounts, licenses, and permissions through Office 365 admin portalFundamental troubleshooting of Office 365 applications and servicesStrong IT diagnostic abilities Strong written and verbal communication skills Working experience as a NOC Technician, NOC Engineer, IT Support Engineer, Network Support Engineer, Systems Administrator, Network Administrator, IT Administrator, IT Specialist, Network Technician, Service Desk Engineer, Service Desk Analyst, etc. Valued Skills and ExperienceRemote Desktop Services and RMM familiarityVMWare, Hyper-V and other virtualization technologies Azure and other cloud solutions Microsoft Exchange, SQL, and SharePoint management Storage solutions: SAN, NAS, and Shared Storage Experience as part of a Microsoft Partner organization Experience working for a managed services organization Valued Certifications, Licenses, RegistrationsMicrosoft Fundamental and Associate certifications CompTIA A+, Network+, Server+, Security+, etc.

certificationsCisco certificationsWhy Join Us?Our purpose is people. We empower them to innovate, grow, and succeed.

That’s how we change the world – one person, one company, one community at a time. At the heart of everything we do are our core values, which guide how we work, grow, and succeed together:   Innovation: We embrace change because innovation lives outside the comfort zone.

  Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact.   Honesty: We are fiercely transparent and consistently honest.   Fun: We fuel work with fun, knowing life’s too short for boring.

   Low Ego: We champion ideas over titles, because brilliance knows no rank.   One Team: We win as a team, we lose as a team, we are one team. BenefitsUp to 20 days of PTO Up to 7 Paid Sick Days12+ paid holidays Paid Parental Leave Comprehensive Health, Disability Life, Dental and Vision Plans 401(K) & retirement plans Tenure incentives at 5- (Tiffany & Co.

Gift Card), 10- (Rolex watch), and 20- ($20,000 check) year mark(s)Continued education reimbursement On-going training & development opportunities The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Impact, compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $59,500-$70,500.

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