Service Desk Engineer

FEATURED JOBS

Service Desk Engineer

EXPERIENCE REQUIRED: 4-5 Years

NUMBER OF POSITIONS: 01

DEPARTMENT: IT

REPORTS TO: Sr Network & Systems Engineer and Director of IT

LOCATION: Oklahoma City, OK (Onsite)

ROLE OVERVIEW:

We are seeking a skilled and customer-focused Service Desk Engineer with 4-5 years of experience in end-user support, specializing in Windows 11 and Windows Server 2022 environments. The ideal candidate will be responsible for providing technical assistance, troubleshooting issues, and ensuring smooth IT operations for end users. May require after-hours or on-call support as per business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Provide Level 1 & Level 2 support for desktops, laptops, and enterprise applications.

Troubleshoot and resolve issues related to Windows 11 OS and Windows Server 2022.

Handle incident management, service requests, and problem resolution via ticketing systems.

Support user account management (Active Directory, password resets, access control).

Install, configure, and maintain hardware and software systems.

Assist with patch management, updates, and system upgrades.

Provide support for network connectivity issues (LAN/WAN/VPN).

Troubleshoot email systems (Outlook/O365) and collaboration tools.

Maintain documentation for knowledge base and troubleshooting guides.

Coordinate with infrastructure and application teams for escalations.

Ensure adherence to ITIL processes and SLAs.

SUPERVISORY RESPONSIBILITIES:

This position does not have supervisory responsibilities.

SKILLS:

4-5 years of experience in IT Service Desk / End User Support.

Strong hands-on experience with Windows 11 administration and troubleshooting.

Basic knowledge of Windows Server 2022.

Experience with Active Directory, Group Policies, and user management.

Knowledge of Microsoft Office 365 / Exchange Online.

Familiarity with ticketing tools (ServiceNow, Jira, Remedy, etc.)

Basic understanding of networking concepts (IP, DNS, DHCP)

Strong troubleshooting and analytical skills.

Excellent communication and customer service skills.

Customer-first mindset.

Strong problem-solving ability.

Ability to work in a fast-paced environment.

Team player with good collaboration skills.

Ability to read, analyze and interpret the most complex documents.

Ability to respond effectively to the most sensitive inquiries or complaints.

Ability to write emails using original or innovative techniques or style.

QUALIFICATIONS:

Experience with endpoint management tools (Intune, SCCM)

Experience with remote support tools (AnyDesk, TeamViewer)

LANGUAGE SKILLS:

Ability to read, analyze and interpret the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to write emails, speeches and articles using original or innovative techniques or style. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups and clients.

MATHEMATICAL SKILLS:

Ability to choose the right mathematical methods or formulas to solve a problem. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals quickly and correctly.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATION:

Microsoft certifications (MCSA / Modern Desktop Administrator Associate)

ITIL Foundation certification.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, and walk. Hearing and speaking to exchange information in person and on the phone. Seeing to read and write, exchange emails, conduct work, and prepare documents and reports. Minimal to light physical effort is generally required in performing duties in an office environment. This position requires the ability to operate a computer keyboard and standard office equipment at efficient speed. The employee frequently is required to reach with hands and arms and stoop, kneel, crouch or crawl. The employee is occasionally required to climb or balance. The employees must occasionally be required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the noise level in the work environment is usually quiet to moderate.

DISCLAIMER:

The information in this job description is designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position and may be changed at the company's discretion to conform to business needs.

ABOUT THE COMPANY:

AIS is a Texas-based fintech firm committed to lowering operating costs, improving quality and reducing cycle time with back-office automation, highly skilled talent and standardized reporting and analytics solutions. AIS manages the day-to-day work so our clients can focus on growing their business. We review client processes, eliminate non-value adds, and enhance productivity. We build financial and legal technology to automate and optimize workforce performance. We recruit, train, and manage specialized human resources to meet staff augmentation needs. We equip decision makers with deep data sets and forward-thinking analytics so they can make smarter business decisions and create better customer experiences. We serve a variety of industries including banking, automotive finance, credit card, mortgage, insurance and telecommunications.