IT Service Desk Engineer

Built on service. Powered by people.

Impact exists because a small group of industry leaders believed companies in our space were doing it wrong. Many prioritized margins while the people doing the work and the clients relying on it became an afterthought. Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first.

What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next.

Service 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, 2, and 3 resources for operational IT issues that can be diagnosed and troubleshot, remotely. Service Desk Engineers provide remote troubleshooting for Impact customers and accelerate 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 shift options tend to vary over time but current options can be discussed with an Impact Talent Acquisition team member at the start of the interview process.

Technical

• Provide Tier 1-3 end-user IT support via phone and email

• Identify, 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 services

Documentation and reporting

• On-time documentation of issues within Impact's ticketing system

• Run historical reports to identify reoccurring service disruptions

• Document problem resolution and processes

• Assist with on-boarding of new clients and users

• Run diagnostic applications to resolve problems

General

• Participate in ongoing training and attainment of manufacturer certifications

• Develop and maintain relationships with customers and engineers that further develop our company's positive reputation through exceptional customer service

Required Skills and Experience

• 3+ years of 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.

• Windows Server  Administration

• Active Directory management and maintenance

• DNS, DHCP, VPN and foundational networking and connectivity concepts

• Ability to manage user accounts, licenses, and permissions through Office 365 admin portal

• Fundamental troubleshooting of Office 365 applications and services

• Strong IT diagnostic abilities

• Strong written and verbal communication skills

Valued Skills and Experience

• Remote Desktop Services and RMM familiarity

• VMWare, 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, Registrations

• Microsoft Fundamental and Associate certifications

• CompTIA A+, Network+, Server+, Security+, etc. certifications

• Cisco certifications

Behaviors define what our core values look like in action. Leaders are expected to model them; teams are expected to live them:

• Innovation:
  We embrace change because innovation lives outside the comfort zone.

• Passion:
  We…