Staffingine LLC
Job Title
Service Desk Engineer
Job Location Scottsdale AZ
Job Type Contract
Job Description
Provide L1 technical support through phone chat and email for all inbound service desk requests.
Accurately log categorize and prioritize incidents and service requests as per defined procedures.
Troubleshoot and resolve basic issues related to
Windows applications and OS
Internet connectivity and VPN
Printers and hardware
Email and Office 365 administration
Active Directory user and password management
Citrix and remote desktop access
Manage tickets that require assistance or escalation from L1 engineers.
Escalate complex issues to the appropriate resolver groups using the IT ticketing system.
Perform installation configuration and upgrades for desktop hardware and software.
Provide basic user training on software hardware and peripheral devices.
Handle queue management efficiently and ensure SLAs are met.
Participate in Major Incident Management (MIM) coordination when required.
Provide on-call support as needed.
Document all incidents problems and resolutions in the ITSM tool accurately.
Maintain a strong focus on customer satisfaction and proactive issue resolution.
Technical Skill Set
Operating Systems: Microsoft Windows, Mac OS
Applications: Office 365, SharePoint, Citrix
Networking: Basic LAN / WAN troubleshooting, VPN
Directory Services: Active Directory user and group management
Hardware: Laptops, Desktops, Tablets, Printers
Mobile Devices: Android, iOS
Tools: ServiceNow, Remedy (or similar ITSM tools)
Nice to Have
Mobile Device Management (MDM) experience
Excel reporting skills
Basic understanding of virtualization and web-based apps
Employment Type Full Time
Experience years
Vacancy 1
#J-18808-Ljbffr
Job Location Scottsdale AZ
Job Type Contract
Job Description
Provide L1 technical support through phone chat and email for all inbound service desk requests.
Accurately log categorize and prioritize incidents and service requests as per defined procedures.
Troubleshoot and resolve basic issues related to
Windows applications and OS
Internet connectivity and VPN
Printers and hardware
Email and Office 365 administration
Active Directory user and password management
Citrix and remote desktop access
Manage tickets that require assistance or escalation from L1 engineers.
Escalate complex issues to the appropriate resolver groups using the IT ticketing system.
Perform installation configuration and upgrades for desktop hardware and software.
Provide basic user training on software hardware and peripheral devices.
Handle queue management efficiently and ensure SLAs are met.
Participate in Major Incident Management (MIM) coordination when required.
Provide on-call support as needed.
Document all incidents problems and resolutions in the ITSM tool accurately.
Maintain a strong focus on customer satisfaction and proactive issue resolution.
Technical Skill Set
Operating Systems: Microsoft Windows, Mac OS
Applications: Office 365, SharePoint, Citrix
Networking: Basic LAN / WAN troubleshooting, VPN
Directory Services: Active Directory user and group management
Hardware: Laptops, Desktops, Tablets, Printers
Mobile Devices: Android, iOS
Tools: ServiceNow, Remedy (or similar ITSM tools)
Nice to Have
Mobile Device Management (MDM) experience
Excel reporting skills
Basic understanding of virtualization and web-based apps
Employment Type Full Time
Experience years
Vacancy 1
#J-18808-Ljbffr