Service Desk Engineer
$60,736–$78,166 year
RemoteUnited States or Leesburg, Virginia, United States
Job Summary
Provide primary technical support to enterprise users and document incidents and service requests to maintain accurate ITSM data. Diagnose technology issues across devices, hardware, software, and networks while drafting communications to inform users of service disruptions. Identify recurring problems to prevent future incidents and collaborate with subject matter experts to create knowledge base articles. Maintain the service catalog and monitor service levels to improve outcomes. Work 8-hour shifts within the Department of Digital Innovation, eligible for remote work with prior supervisor approval.
Required Qualifications
- Associate degree or with ITIL Foundation, HDI Support Center Analyst or Desktop Support Technician certifications
- Two (2) years of experience in an Information Technology field
- Demonstrated experience delivering customer service and technical support
- 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
- Normal cognitive abilities including the ability to learn, recall and apply certain practices and policies
- Ability to lift, carry, push, pull or otherwise move objects up to 50 pounds occasionally
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