Service Desk Engineer

Position Overview

The Service Desk Engineer is an important and highly visible representative of the Department of Digital Innovation (DDI) as they are the primary point of contact for end user technical support. The Service Desk Engineer must be knowledgeable and familiar with DDI's IT service catalog and able to utilize their skills, experience, and talent to resolve issues while providing excellent customer service. The Service Desk Engineer logs incidents and service requests to ensure that the enterprise ITSM system has accurate data which enables the organization to effectively deliver and maintain IT Services. The Service Desk Engineer must be knowledgeable about these offerings, understand the expected behavior, assist users with technical problems, and escalate appropriately when further assistance is needed.

Roles and Responsibilities

The following information is intended to describe the overall nature and scope of the work being performed in relation to the position. This is not a comprehensive listing of all responsibilities or tasks; other work may be assigned when deemed appropriate:

• Provides support as the primary point of contact for all enterprise users requiring technical assistance or advice regarding IT services
• Documents incidents and service requests; log, categorize and prioritize incidents according to established process and standards; resolve issues as appropriate or escalate to other teams for resolution
• Identifies potential trends and log problems for recurring incidents to prevent problems from occurring, eliminate recurring incidents, and minimize the impact of incidents that cannot be prevented
• Drafts and publishes district-wide communications to keep users informed of progress, planned changes, service disruptions, and outages
• Identifies and diagnoses technology related issues including devices, hardware, software, configuration and/or network systems in a timely and accurate manner
• Collaborates with subject matter experts to identify, create, and maintain knowledge base articles
• Maintains a comprehensive service catalog of existing, new, and retired service offerings and technologies offered by the district
• Tests processes and services to provide feedback and recommendations based on analysis
• Monitors service levels and collaborate with team and other LCPS departments to improve outcomes

Qualifications

Below are the minimum qualifications for this job. Equivalent combinations of education and experience are also acceptable.

Education

Associate degree or with ITIL Foundation, HDI Support Center Analyst or Desktop Support Technician certifications

Experience

• Two (2) years of experience in an Information Technology field
• Demonstrated experience delivering customer service and technical support

Licenses and Certifications

Knowledge, Skills and Abilities

• Organized and detail oriented with the ability to deal with a high volume of varying technical issues
• Outstanding verbal and written communication skills with the ability to articulate technical details to both technical and non-technical end-users
• Ability to work successfully in a team environment

Physical Requirements

The following provides a brief description of physical requirements for this position:

While performing the duties of this job, the employee is regularly talking. expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. The employee must possess normal cognitive abilities including the ability to learn, recall and apply certain practices and policies. Frequently sitting and/or remaining in a stationary position for long periods of time. Exerting up to 50 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Reports to : Supervisor, Technology Support Center

FLSA Status : Non-Exempt

Months/Days/Hours : 12 months/ 254 days/ 8 hours

Salary Level :Universal 8

Salary Scale :

Salary Range : $29.20 - $37.58

Remote Work Eligible : Yes

Union Designation : Non-Union

Remote Work Disclosure

The following guidelines apply to jobs and positions where employees have been identified as having the potential to work remotely. Remote work is defined as completing one's duties and responsibilities at a site other than one's assigned duty location. In order to be eligible for remote work privileges, an employee must have demonstrated consistent, positive performance and have the support and approval of their direct supervisor. In addition, these employees must have reliable high-speed internet and a designated workspace that allows them privacy while completing sensitive and confidential work. Employees who are non-exempt and are working remotely will work their regular scheduled hours and gain prior approval from their supervisor if they work more than 8 hours a day or more than 40 hours in a workweek. Remote work privileges can be amended, changed, or revoked based upon the performance of the employee, as well as the needs of Loudoun County Public Schools.