Help Desk Engineer

Get AI-powered advice on this job and more exclusive features. This range is provided by Prosum. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $30.00/hr - $35.00/hr Direct message the job poster from Prosum Shifts: 8AM-5PM Mon-Fri. May be adjusted depending upon location and team need Location: Memphis TN (38138) or Torrance, CA Candidates must have prior MSP experience with a solid work history. Candidates must be able to work onsite 5 days a week. Overview: As a Helpdesk team member, you will handle first-level support (and second-level if qualified) for over 100 clients, primarily providing end-user support for Windows PC/Laptops and Apple MAC/MacBook . You will use Microsoft Office suite, Microsoft Entra, Google G Suite applications, and client-owned business applications. Technical Support & Client Communication Communicate with customers: keep them informed of incident progress, notify them of changes or outages. Provide IT support for Microsoft 365 (Outlook, OneDrive, SharePoint) and operating systems (Windows 10, Windows 11, macOS). Assist with basic network issues: PC connectivity, WiFi setup, user settings. Support remote access solutions: VPN & CITRIX Terminal Services. Monitor system alerts and respond via service tickets. Coordinate with the Service Desk to route requests efficiently. Escalate complex requests to engineer-level support. Use CONNECTWISE ticketing system for notes and time tracking. Familiar with CONNECTWISE AUTOMATE and CONNECTWISE CONNECT platforms. Accurately complete timesheets and log shift times. Required Skills Active Directory: manage user and computer accounts, reset passwords, unlock accounts, manage folders and groups. O365 Administration: create shared mailboxes, distribution lists, manage licenses, trace messages. Diagnose and resolve network connectivity issues, including CITRIX and VPN technologies. Experience in PC hardware repairs is advantageous. Experience in deploying and migrating user data to new PCs. Excellent verbal and written communication skills. Hands-on experience with Connectwise Ticketing system. Day-to-Day Tasks: Answer client calls during shifts. Assist customers via chat sessions. Manage cases within Service Level Objectives. Schedule follow-up calls for troubleshooting. Set up and terminate user accounts. Respond to proactive alerts like disk space or hardware issues. Triaging and resolving cases, handing off or escalating as needed. Log actions in Connectwise and record shift times. Seniority level Mid-Senior level Employment type Contract Job function Information Technology Industries IT Services and IT Consulting Referrals can double your chances of interviewing at Prosum. Set job alerts for “Help Desk Engineer” roles. Other similar roles include: Memphis, TN $80,000 - $95,000 Memphis, TN $108,714 - $139,776 #J-18808-Ljbffr Prosum