Service Desk Engineer

Job Title: Service Desk Engineer Location: Headquarters (Clayton, MO)

Job Category: 100% Technical Reports To: Vice President of Service

Department/Group: Service Level/Salary Range: Level 2

Required Skills:

·       Exceptional analytic and problem solving skills

·       Understanding of the scientific method

·       Assertiveness

·       Ability to coach and train teammates

·       Experience with Linux

·       Experience with iOS

·       Advanced Experience with Powershell and command line

·       Advanced Experience with HTML / FTP / Websites / Hosting

·       Advanced Experience with SQL

·       Expert with Office 365

·       Expert with mail flow / Outlook / Exchange / Smart Filters

·       Expert with SAN / NAS and virtual environments

·       Expert ability to diagnose and fix hardware problems

·       Expert with Group Policy

·       Expert with Active Directory

·       Expert LAN / WAN concepts and troubleshooting

·       Expert Windows 7/8/10

·       Expert Microsoft Office Products

·       Expert Windows Server 7/8/10

·       Expert Windows Windows Server 2008, 2012, 2016

·       Expert Backup Systems

·       Expert in user account management

·       Expert in troubleshooting printers and copiers

·       Expert in installing and troubleshooting Windows Operating Systems and 3rd party Applications

·       Expert in Virus removal

·       Understand and execute excellent customer service

·       Strong belief in customer service and business ethics

·       Sense of urgency and ability to change focus quickly

·       Strong desire to learn new technologies and coachability

·       Patience, listening, empathy and clear communication

·       Assertiveness

·       Ability to extract technical details

Job Duties

·       Perform excellent customer service for each and every client

·       Improve customer service, perception and satisfaction

·       Accurately relay and retrieve customer information from and to technicians through ticketing system, instant messaging and phone

·       Windows user account management

·       Manage Active requests in ticketing system

·       Schedule Field technicians for onsite visits

·       Fast turnaround of customer requests

·       Participate in oncall rotation

·       Solve customer problems and communicate expected times

·       Manage documentation

·       Analyze customer issues for trends

·       Vendor Management

·       Accurately document issues in ticketing system and create clear plans for troubleshooting and remediation

·       Identify customer needs and opportunities

·       Coach technicians and administrators

Positional Goals

·       Customer Service: Provide exceptional customer service at all times; Conducting yourself in a professional and personable manner. 

·       Utilization: Maintain a minimum of 75% billable time per month while continually increasing value to the clients

·       Time Management: Ensure all client issues are taken care of in the scheduled time allotted and are recorded in ticketing system

·       Performance: Work must be high quality and presentable to clients and staff.


·       Microsoft Certification within 90 days of hire

·       5-10 years of customer support experience

·       Previous technical training, school, on the job, self-study is all accepted

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