Service Desk Engineer

Job Description

Job Brief

The Service Desk Engineer is responsible for providing remote support assistance and remediation to our customers. This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities

Permanent, Full-Time, 1st shift hours 8:30 p.m. to 5 p.m, Monday – Friday

IT Support relating to technical issues involving Microsoft’s core business applications and operating systems

Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.

Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security

Remote access solution implementation and support: VPN, Terminal Services, and Citrix

Answer incoming calls with courtesy and empathy. Ability to provide first call resolution. Gather information and document in ConnectWise

System documentation to insure accuracy, provide maintenance and review in ConnectWise, and IT Glue

Communication with customers is required: keeping them informed of ticket progress, notifying them of impending changes via telephone, email and ConnectWise

Desktop/laptop deployments

Consistently strive to improve customer service, perception, and overall satisfaction

Perform related duties as assigned by supervisor

Maintain compliance with all company policies and procedures

Knowledge, Skills and/or Abilities Required

Preferred, but not required - professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP

5 Years of technical troubleshooting experience, ideally as a Help Desk Service Engineer or System Administrator supporting LAN/WAN

Experience in supporting: Windows servers, Exchange, O365, Active Directory, Microsoft Suite, Azure

Remote access solution implementation and support: VPN, Remote Desktop Services, and Citrix

Firewall experience – Fortigate, SonicWall, Juniper/JunOS experience – nice to have

Experience with Virtual Microsoft Windows environments

Interpersonal skills: such as telephony skills, communication skills, team work active listening and customer-care

Ability to diagnose technical issues

Ability to multi-task and adapt to changes quickly

Self-motivated with the ability to work in a fast moving environment

Ability to support the five core principals of DP Solutions: Surprise & Delight; Teamwork; Own It; Our People Matter; Long Term View

Understanding of processes within ConnectWise desired, or similar product

Duties that may be required that are not clearly defined for overall success of DP Solutions; our clients and our work environment

Benefits

Competitive health, dental and vision insurance plans

Company includes life insurance and short-term / long-term disability insurance for all staff

Company-matched 401K planCompany Description

From 1971 up to today, we've been providing our clients with smart IT solutions and diligent customer service to help them achieve business success. Through our adherence to best practices, we're committed to the long-term development of every customer we serve, no matter their size. Today with over 1,000 satisfied clients locally and nationwide, DP Solutions is the premier IT technology solutions provider in the mid-Atlantic, serving as the IT company of choice throughout Maryland, Pennsylvania, Virginia and beyond.