Service Desk Engineer

Description

Impact is hiring Service Desk Engineers for our Nationally ranked Best and Brightest Workplace!

Impact is a leading national managed services provider, specializing in : IT & Cloud, Cybersecurity,  Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support –with a driving focus to bring enterprise-level resources to the SMB and midmarket. We are committed to customer-centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth. Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do.   Founded in 1999, Impact proudly remains privately-held and locally-owned, employing 800+ experts across 20+ US locations. Recognized for rapid growth and innovation, Impact has seen over a 20% annual growth rate, and championed a vibrant, employee-focused culture.

Overview

Service Desk Engineers will be utilized in many different capacities to ensure proper management and support of our Managed IT clients' networks. Service Desk Engineers will serve as Tier 1 and 2 resources for operational IT issues that can be diagnosed and troubleshot, remotely. Service Desk Engineers provide remote troubleshooting for Impact customers and escalate to advanced engineering teams, when necessary. We strive to keep Impact clients' networks secure and running optimally.  The Service Desk is based out of the Unified Support Operations center on Impact's corporate campus and provides 100% in-house, technical support for clients.

Impact's Unified Support Service Desk provides 24 / 7 / 365 client support.

The Brand-New USO : Impact Networking’s 24 / 7 Customer Service Center

Responsibilities

Technical

• Provide Tier 2 end-user IT support escalated by tier 1 Analysts
• Identify, document, and troubleshoot user computing issues to resolution and maintain customer satisfaction
• Identify user problems and work within a structured problem management and resolution process to maintain customer satisfaction
• Work with Impact advanced engineering resources and vendors to deliver effective escalated support and services

Documentation and reporting

General

What We Are Looking For

Required Skills and Experience

Valued Skills and Experience

Valued Certifications, Licenses, Registrations

Career Paths

Where you start is dependent on your technical skillset and verified throughout the interview process.

The USO Service Desk is  a two-tiered team, each requiring various levels of IT support expertise and IT certifications.  The levels and subsequent salary bands are as follows :

Analyst

Core

Why Join Us?

Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a time.   At the heart of everything we do are our core values, which guide how we work, grow, and succeed together :

Benefits

Join us at Impact, where your ideas matter, your growth is supported, and your work creates real change. Let’s build something incredible together!

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