Impact Networking
IT Service Desk Engineer- 2nd Shift
Impact Networking, Lake Forest, Illinois, United States, 60045
Impact is hiring Service Desk Engineers for our Nationally ranked Best and Brightest Workplace!
Impact is a leading national managed services provider, specializing in: IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support –with a driving focus to bring enterprise‑level resources to the SMB and midmarket. We are committed to customer‑centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth. Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do.
Overview 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 and 2 resources for operational IT issues that can be diagnosed and troubleshot, remotely. Service Desk Engineers provide remote troubleshooting for Impact customers and escape 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 Second Shift option is:
Saturday‑Tuesday: 1 PM‑12 AM
The Brand‑New USO: Impact Networking’s 24/7 Customer Service Center
Responsibilities Technical
Provide Tier 2 end‑user IT support escalated by Tier 1 Analysts
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
What We Are Looking For Required Skills and Experience
Windows Server 2019‑2025 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
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.
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
Why Join Us? Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a time.
At the heart of everything we do are our core values, which guide how we work, grow, and succeed together:
Innovation : We embrace change because innovation lives outside the comfort zone.
Passion : We are driven by purpose, fueled by passion, and obsessed with making an impact.
Honesty : We are fiercely transparent and consistently honest.
Fun : We fuel work with fun, knowing life's too short for boring.
Low Ego : We champion ideas over titles, because brilliance knows no rank.
One Team : We win as a team, we lose as a team, we are one team.
Benefits
Up to 20 days of PTO
Up to 7 Paid Sick Days
12+ paid holidays
Paid Parental Leave
Comprehensive Health, Disability Life, Dental and Vision Plans
401(K) & retirement plans
Tenure incentives at 5‑ (Tiffany & Co. Gift Card), 10‑ (Rolex watch), and 20‑ ($20,000 check) year mark(s)
Continued education reimbursement
On-going training & development opportunities
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Impact, compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $59,500‑$70,500.
Join us at Impact, where your ideas matter, your growth is supported, and your work creates real change. Let’s build something incredible together!
#J-18808-Ljbffr
Impact is a leading national managed services provider, specializing in: IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support –with a driving focus to bring enterprise‑level resources to the SMB and midmarket. We are committed to customer‑centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth. Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do.
Overview 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 and 2 resources for operational IT issues that can be diagnosed and troubleshot, remotely. Service Desk Engineers provide remote troubleshooting for Impact customers and escape 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 Second Shift option is:
Saturday‑Tuesday: 1 PM‑12 AM
The Brand‑New USO: Impact Networking’s 24/7 Customer Service Center
Responsibilities Technical
Provide Tier 2 end‑user IT support escalated by Tier 1 Analysts
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
What We Are Looking For Required Skills and Experience
Windows Server 2019‑2025 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
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.
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
Why Join Us? Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a time.
At the heart of everything we do are our core values, which guide how we work, grow, and succeed together:
Innovation : We embrace change because innovation lives outside the comfort zone.
Passion : We are driven by purpose, fueled by passion, and obsessed with making an impact.
Honesty : We are fiercely transparent and consistently honest.
Fun : We fuel work with fun, knowing life's too short for boring.
Low Ego : We champion ideas over titles, because brilliance knows no rank.
One Team : We win as a team, we lose as a team, we are one team.
Benefits
Up to 20 days of PTO
Up to 7 Paid Sick Days
12+ paid holidays
Paid Parental Leave
Comprehensive Health, Disability Life, Dental and Vision Plans
401(K) & retirement plans
Tenure incentives at 5‑ (Tiffany & Co. Gift Card), 10‑ (Rolex watch), and 20‑ ($20,000 check) year mark(s)
Continued education reimbursement
On-going training & development opportunities
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Impact, compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $59,500‑$70,500.
Join us at Impact, where your ideas matter, your growth is supported, and your work creates real change. Let’s build something incredible together!
#J-18808-Ljbffr