IT Service Desk Engineer Batavia, Illinois Onsite

"We will succeed by providing the best service, driven by the most effective operation and smartest technology."

Vacancy : 1

Salary :
Negotiable

Job Type :
Onsite

Employment Type :
Full-Time | On-site
Reports To :
Service Desk Manager / IT Operations Lead

Position Summary :
The IT Service Desk Engineer will provide high-quality technical support and exceptional customer service to end users. This role involves on-site Service Desk assistance, remote support via phone, web, and chat, and collaboration with internal service providers to resolve incidents and service requests efficiently. The engineer will also ensure all interactions are accurately documented and aligned with IT service management (ITSM) processes and standards.

• Provide on-site Service Desk walk-in support during designated business hours.
• Deliver phone, web, and chat-based technical support for end users across the organization.
• Implement and adhere to the Open Call Management Methodology to ensure prompt response, high-quality service, and accurate communication between users and support teams.
• Strive to resolve incidents and service requests at the first point of contact whenever possible.
• Collaborate with service providers to communicate, troubleshoot, and resolve high-priority issues according to escalation procedures.
• Accurately log all interactions and incident details in the ITSM system, including classification, priority, and severity levels.
• Keep records up to date as circumstances change and ensure automated/manual notifications are sent per process requirements.
• Inform end users about applicable SLA time frames and resolution expectations.
• Work with internal service providers to deliver expert-level support for business and enterprise applications, contributing to ongoing process improvement and knowledge base expansion.

• Diagnose and attempt to resolve user issues using the knowledge base, standard operating procedures, and defined policies.
• Escalate complex incidents or unresolved requests to the appropriate service providers, ensuring proper documentation and follow-up.
• Coordinate with internal teams for incident resolution and maintain communication with end users throughout the process.

• Participate in off-hours triage and incident response as required by procedures.
• For non-critical incidents, schedule follow-up during standard business hours.
• For critical incidents, perform a warm handoff/escalation to the appropriate service provider or major incident management team.
• Manage the event’s impact, urgency, and priority according to established guidelines.

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 2–5 years of experience in a Service Desk or IT support role within an enterprise environment.
• Strong knowledge of ITIL/ITSM processes and familiarity with common ticketing systems such as Service Now, Remedy, or Jira Service Management.
• Excellent troubleshooting skills for Windows, Microsoft 365, networking basics, and enterprise applications.
• Strong communication and customer service skills with a focus on professionalism and empathy.
• Ability to multitask, prioritize effectively, and work collaboratively with cross-functional teams.
• Willingness to provide on-site and off-hours support as required.

• ITIL Foundation Certification
• CompTIA A+ or Network+
• Microsoft Certified:
  Modern Desktop Administrator Associate or equivalent

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