Help Desk Engineer

Starfish Computer Corporation’s Managed Services Engineer (Level 1) provides direct end-user support for client issues by troubleshooting and applying knowledge via helpdesk calls, service board tickets and email requests. The role also supports maintenance of clients’ LAN, WAN, wired and wireless computer networks. Furthermore, the role will help install and test email/user accounts, set up laptops/desktops, and install/upgrade software amongst other duties.

The successful candidate will be passionate about providing strong customer service to clients, growing a career in information technology, and be comfortable working in a fast-paced environment that requires engaging with end users on a daily basis.

Job Functions & Responsibilities

• Provide direct end-user support via phone, email, chat and other means resolving tier I issues that include diagnosing and resolving hardware, software, and network issues.
• Support network monitoring diagnostics, and help with preventative maintenance to ensure that network systems are operational and running at peak performance.
• Maintain proper documentation of systems, licensing and applications.
• Record and document work completed and in-progress; assist in updating network documentation to record installations, upgrades, configurations, etc.
• Follow standard operating procedures for day-to-day activities.
• Maintain up-to-date knowledge of rapidly changing computer hardware, software, and network technology.

General Requirements & Information

• 1+ years of experience working in a fast-paced client-facing role. Experience working in help desk or service desk support or related is preferred.
• Associate’s or Bachelor’s degree in Information Technology or related is preferred.
• Some familiarity with network management activities to include, but not limited to; Active Directory; Virtual Private Networks (VPN); Disk space allocation; Wireless access privileges; Network performance monitoring systems.
• Basic knowledge, and ability to support and troubleshoot firewalls.
• Experience working with ticketing systems such as TigerPaw, ServiceNow, HaloPSA or similar is a nice to have, but not required.
• Demonstratable skills in client/customer service.
• Ability to participate in on-call and after-hours support rotation of every 10 – 12 weeks.
• Ability to write clear and concise documentation of what you did during a repair or implementation.
• Strong oral and written communication skills.
• Organized and can self-manage with minimal oversight.
• Possess the willingness to continually gain knowledge of new technology and use cases.
• Possess knowledge of technical terms in the information technology industry with the ability to communicate professionally, clearly and concisely with a diverse group of people who may not know technical terms
• Able to visit client sites once or twice a week.