Service Desk Engineer

Job Title : Service Desk Engineer

Job Location : Scottsdale, AZ

Job Type : Contract

Job Description :

Provide L1 technical support through phone, chat, and email for all inbound service desk requests.

Accurately log, categorize, and prioritize incidents and service requests as per defined procedures.

Troubleshoot and resolve basic issues related to :

Windows applications and OS

Internet connectivity and VPN

Printers and hardware

Email and Office 365 administration

Active Directory user and password management

Citrix and remote desktop access

Manage tickets that require assistance or escalation from L1 engineers.

Escalate complex issues to the appropriate resolver groups using the IT ticketing system.

Perform installation, configuration, and upgrades for desktop hardware and software.

Provide basic user training on software, hardware, and peripheral devices.

Handle queue management efficiently and ensure SLAs are met.

Participate in Major Incident Management (MIM) coordination when required.

Provide on-call support as needed.

Document all incidents, problems, and resolutions in the ITSM tool accurately.

Maintain a strong focus on customer satisfaction and proactive issue resolution.

Technical Skill Set :

Operating Systems : Microsoft Windows, Mac OS

Applications : Office 365, SharePoint, Citrix

Networking : Basic LAN / WAN troubleshooting, VPN

Directory Services : Active Directory user and group management

Hardware : Laptops, Desktops, Tablets, Printers

Mobile Devices : Android, iOS

Tools : ServiceNow, Remedy (or similar ITSM tools)

Nice to Have :

Mobile Device Management (MDM) experience

Excel reporting skills

Basic understanding of virtualization and web-based apps