$80K — $100K *
Impact Networking is looking for a Service Desk Engineer to support our growing Managed IT Services clients. This is a unique opportunity to get in in on the ground floor of the Managed IT division. The role of the Service Desk Engineer is challenging and rewarding and requires a strong and vast technical skill set along with business acumen and interpersonal skills. Learning new technologies is a major driver of success within this position. The focus of the job at Impact is always Excellent Customer Service. We strive to make sure our clients are happy and that their networks are secure and running optimally. This is a full time position; shifts will be Monday - Friday between 7am to 6pm and will work from our brand new Network Operations Center in Lake Forest, Illinois. We are looking for seasoned Service Desk personnel that want to learn the Managed Services business by supporting our clients from the Service Desk. The goal for all service desk employees is to gain the technical skills and operations knowledge to move up into more advanced technical roles.
Provide remote technical assistance and support for incoming queries and issues from contracted customers in relation to computer and network systems
Server Software and Hardware
Copiers, printers and scanners
Email, DNS and other networking technologies
Mobile device operating system and applications
Use CRM or IT ticketing systems for the following:
Follow up with customers ensuring open issues have been resolved.
Gain feedback from customers about computer or service issues.
Run historical reports to identify reoccurring service disruptions.
Document resolutions of problems as well as processes.
Assist with on-boarding of new clients and users.
Install, modify, and repair computer hardware and software.
Run diagnostic applications to resolve problems.
Things We Are Looking For
Basic technical understanding of Microsoft and Apple Operating Systems
Basic understanding of the following Microsoft Server 2008/2012 roles:
Active Directory management and maintenance
Exchange, SQL, and SharePoint management/troubleshooting
DNS, DHCP, VPN and Remote Desktop Services
Microsoft Azure, O365 and other cloud based technologies
VMWare, Hyper-V and other virtualization technologies
File storage solutions that include SAN, NAS DFS hared storage & ISCSI based devices
Firewalls, switches, routers and other networking technologies
Cisco Meraki and SonicWALL technologies
Mobile operating systems & MDM solutions for iOS, Android & Windows mobile devices
Interpersonal and soft skills
The ability to provide excellent customer service using a phone or through text based technologies.
The ability to diagnose and resolve technical issues by using remote management software or tools.
The ability to document technical issues in a timely fashion.
The ability to operate under pressure and make quick but rational decisions.
The ability to empathize, remain patient and understanding.
The ability to adapt to a fast-paced and changing work environment.
The ability to discuss and explain technical issues in a non-technical manner to non-technical people.
College Graduates with focus on IT, MIS, or Networking
2+ years of existing help-desk support experience required
Industry Certifications for A+/Net+/Security+ required (Microsoft MCSA/MCSE preferred)
Computer Related Degree or Industry Certifications
Must be able to do some light lifting
Aggressive training and bonus programs
No Waiting Period on Health Coverage
Blue Cross Blue Shield Medical
Prescription Drug Coverage
Short and Long Term Disability
Accidental Death and Dismemberment Coverage
Valid through: 9/21/2020