IT Help Desk Engineer

Position: IT Help Desk Engineer

Department: MIT Help Desk

Reports To: IT Service Delivery Manager

Salary grade: DOE

FLSA Status: Full Time / Exempt

Location: DFW

DescriptionThe IT Help Desk Engineer will assist in the day-to-day tasks and operations of the Managed IT Services Department. This individual will be involved with basic service ticket response, remote support, and project work for clients.

Responsibilities

Service calls for current customer base - server, workstation, switch, router, end-user and other basic troubleshooting, while effectively communicating issues and alternative solutions. Takes initiative to achieve valued-added results and improve upon solutions offered.

Assist with Project Work for New or Current Customers - install, modify, and repair computer hardware and software, router/switch networking, installing agents and antivirus, patch and update management.

Customer Service - the ability to interface with end-users, listen to concerns/problems and see them through to resolution, while developing / fostering collaborative working relationships with the customer.

Time Management - identify / implement solutions to broad, complex, and critical customer enhancement challenges in a fast paced environment; while using a high degree of insight, research, analytical skills, to develop new or enhanced methods and techniques to resolve problem through multiple project deployment daily. Experience & Required Skills

Provide a timely, polite, efficient service and a positive Company image.

Able to prioritize in order to meet goals and deadlines

Highly experienced working both alone and as a team member

Experience implementing and supporting wide ranging technologies Education & Certification

Minimum: Associates or Technical Degree or equivalent experience (5+ years or more) Preferred

CompTIA A+, Network+, Security+ required to varying degrees

CCNA (Cisco) Routing and Switching (recommended) Physical Requirements

Lifting and / or exerting of force up to 50 pounds occasionally and 10 pounds of

lifting /force frequently Special Requirements

Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice to meet the needs of the organization.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.