Service Desk Engineer

Position Overview

An IT Service Desk Engineer is responsible for providing technical support and assistance to endusers within an organization. The role involves troubleshooting and resolving hardware, software, and network issues, maintaining system performance, and ensuring that IT service requests and incidents are resolved in a timely manner. The ideal candidate will possess strong technical skills, excellent customer service abilities, and the capacity to handle multiple tasks efficiently

Key Responsibilities

1. Technical Support:

• Provide first and second-line support for hardware, software, and network issues.
• Diagnose and resolve technical issues related to desktops, laptops, printers, and other peripherals.
• Assist users with software installations, upgrades, and troubleshooting.

2. Incident Management:

• Log, track, and manage incidents and service requests using the IT Service Management (ITSM) tool.
• Prioritize and escalate incidents as needed to ensure timely resolution.
• Document all troubleshooting steps and solutions in the ITSM tool.

3. Customer Service:

• Respond to user inquiries and issues in a courteous and professional manner.
• Provide clear and concise communication with end-users to understand their technical issues.
• Ensure high levels of customer satisfaction by providing timely and effective solutions.

4. System Maintenance:

• Perform routine maintenance and updates on IT systems and equipment.
• Monitor system performance and security, addressing any vulnerabilities or issues.
• Assist with backups, disaster recovery planning, and data restoration efforts.

5. Knowledge Management:

• Create and maintain technical documentation, including user guides and FAQs.
• Contribute to the knowledge base by documenting new issues and solutions.
• Share technical knowledge and best practices with team members.

6. Continuous Improvement:

• Identify and suggest improvements to IT processes and workflows.
• Stay up-to-date with the latest technology trends and advancements.
• Participate in training and development opportunities to enhance technical skills.

Qualifications:

• Education:
• Bachelor’s degree in information technology, Computer Science, or a related field preferred.
• Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified: Modern Desktop Administrator) are advantageous.
• Experience:
• 5+ years of experience in a technical support or service desk role.
• Proven experience troubleshooting hardware, software, and network issues.
• Skills:
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with network technologies (e.g., TCP/IP, DNS, DHCP, AD).
• Proficiency in using ITSM tools and remote support software.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills.
• Ability to work independently and as part of a team

Commitment to Diversity, Equity, Inclusion, and Belonging

At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability and require reasonable accommodation with any part of the application and/or interview process, please email talentacquisition@zelis.com.