Deskside Support Engineer II

FICO (NYSE: FICO) is a leading global analytics software company that helps businesses worldwide make better decisions. Join our world‑class team as an IT Deskside Support Engineer and serve as an escalation point for technical issues affecting FICO employees and infrastructure. Responsibilities Diagnose, prioritize, troubleshoot and resolve incidents reported by users via telephone, chat, email or walk‑ins. Identify and expedite tickets requiring urgent attention and action. Log all contacts and document activities and results accurately within the incident management tool. Handle helpdesk requests such as Outlook, operating‑system, printer, standard software and antivirus issues. Generate and process trouble tickets and participate in the change management process when required. Assist with process development and improvement, including technical documentation. Ensure issues are addressed and service‑level agreements (SLAs) are met. Qualifications Basic networking knowledge (DHCP, DNS, TCP/IP, VPN). Excellent verbal and written communication skills. Experience with MSDN accounts, WebEx account and software assignment (if applicable). Familiarity with ITIL framework and terminology. Strong problem‑solving and root‑cause analysis capabilities. Knowledge of Software Center, Configuration Manager and RSA. Ability to route or assign tickets to the appropriate support group. Ability to work in a 24/7 environment with rotating shifts and rotating weeks off. Targeted base pay range: $84,000 to $132,000, depending on experience and qualifications. We offer a competitive compensation package, benefits, and rewards program, a people‑first culture that promotes work/life balance, and employee resource groups to support diversity and inclusion. FICO is an equal‑employment‑opportunity employer and we are proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. We encourage applicants who meet many but not all of the qualifications to apply. #J-18808-Ljbffr FICO