Service Desk Engineer

Job Description

Job Description

Company Overview:

Flowchem is a leading supplier of Drag Reducing Agents (DRA) which optimize pipeline flow, increase throughput capacity and maximize overall profitability of pipeline operations. Flowchem provides flow consultation and turnkey solutions for pipeline applications worldwide.

About the Role
The Service Desk Engineer is responsible for providing technical support across all areas of -user support, systems administration, and troubleshooting software, hardware, and network issues. This role requires strong technical and communication skills, a proactive customer service mindset, and the ability to work independently and collaboratively to resolve technical issues in a timely manner. The Service Desk Engineer will contribute to system performance, reliability, and continuous improvement efforts while supporting internal users both onsite and remotely.

Principal Duties and Responsibilities
Participate and collaborate with other help desk engineers and collectively work as a
Fluent in Windows Operating System operations and can diagnose and resolve system
Understand fundamentals of Security and the necessity of keeping the environment
secure and updated (using Anti-virus or other mitigation utilities).
Have solid foundational knowledge of core Microsoft Office applications, including
Outlook, Word, Excel & PowerPoint as well as communication applications such as
Microsoft Teams.
Have experience with onboarding new users into Active Directory and following
Good solid grasp of Office 365 cloud operations and in-depth knowledge on
Assist remote customers with system and software issues and drive to satisfactory
Ability to diagnose computer hardware and related peripheral issues and provide
Fluent knowledge of Internet networking concepts and be able to perform deep analysis
Troubleshooting mobile/tablet device issues and have familiarity with Android OS and
Setting up new Desktop/Laptop for onboarding new users using standard imaging

Qualifications
Education
Microsoft System Administrator Certification (MCSA) is a plus.
B Degree in Information Technology, Computer Science, or a
related field preferred.

Experience
3 5 years of experience providing IT support in enterprise-level environments.
Experience with Active Directory, Office 365, VMware, and helpdesk ticketing systems.
Familiarity with enterprise hardware/software platforms and networking concepts.
Certificates, Licenses, and Registrations
CompTIA A+, Network+, Microsoft Certified Professional (MCP), or related certifications
preferred.
.
Skills and Abilities / Core Proficiencies
All Company Core Proficiencies as well as the following job specific competencies:
Demonstrated 3-5 years of strong technical support experience with the
Enterprise-wide understanding how to maintain operational
Possess analytical and conceptual thinking skills with innovative capacity and effective
problem-
Strong time management skills with a demonstrated ability to prioritize tasks based on
Strong verbal and written communications with ability to effectively communicate at

Ability to work effectively in a fast-paced changing environment - multi-tasks, prioritized
Physical Requirements
While performing the duties of this job, the employee is regularly required to sit, speak, and
hear. The role frequently requires standing, walking, bending, reaching, and use of hands to
operate computer systems and tools. The employee may occasionally lift and/or move
equipment weighing up to fifty (50) pounds. Specific vision abilities include close vision, depth
perception, and the ability to adjust focus. Travel between Flowchem offices or to remote user
sites may occasionally be required.
Work Conditions
This role is performed in an office and IT lab environment with occasional visits to production or
warehouse areas. The work involves standard indoor office conditions with controlled
temperatures and lighting. There may be occasional exposure to electrical components,
confined server rooms, and moderate noise levels from equipment. Occasional evening or
weekend work may be required during system upgrades or emergencies.
Equal Opportunity Statement
It has been and will continue to be the policy of Flowchem and affiliates not to discriminate against any
employee or applicant for employment because of their race, color, religion, national origin, age, sex,
sexual orientation, gender identity, gender expression, veteran status, disability, or other legally
Disclaimer
The preceding job description is intended to provide information on the general nature and level of work
to be performed by this position. It is not intended to be a detailed description of the job or be
interpreted as a comprehensive listing of all duties, responsibilities, and qualifications required of
employees assigned to this job. At times employees are expected to perform other duties assigned by
management that fall within the generally expected scope of this position.