Service Desk Engineer — Level 1 / Level 2
Position Overview
The Service Desk Engineer (Level 1 / Level 2) is responsible for delivering responsive, high-quality technical support to end users across multiple client environments. This role serves as the frontline of IT service delivery, resolving incidents, fulfilling service requests, and ensuring a positive customer experience.
The ideal candidate is technically capable, customer-focused, and process-driven — able to troubleshoot efficiently, document thoroughly, and escalate appropriately when needed. This position plays a critical role in maintaining service reliability, user productivity, and overall client satisfaction.
Core Responsibilities
End User Support & Incident Resolution
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Provide remote and occasional onsite technical support for end users.
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Troubleshoot hardware, software, network connectivity, and system access issues.
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Diagnose and resolve incidents within defined service level targets.
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Support Windows workstations, common business applications, and user environments.
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Restore service quickly while ensuring root cause understanding when possible.
Service Request Fulfillment
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Handle user provisioning, password resets, access requests, and device setup.
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Install, configure, and maintain workstations, laptops, printers, and peripherals.
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Support software installations, updates, and configuration changes.
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Assist with device onboarding and lifecycle management.
Ticket & Documentation Management
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Accurately log, track, and update tickets in the PSA or ticketing system.
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Document troubleshooting steps, resolutions, and technical findings.
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Maintain detailed and professional communication in all ticket updates.
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Contribute to knowledge base articles and documentation improvements.
Escalation & Collaboration
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Escalate complex or unresolved issues to Level 3 engineers or specialized teams.
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Provide complete documentation and troubleshooting details during handoff.
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Collaborate with infrastructure, network, and project teams as needed.
Customer Communication
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Communicate clearly and professionally with end users.
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Provide timely updates regarding ticket status and resolution progress.
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Set appropriate expectations and ensure strong customer satisfaction.
System Monitoring & Maintenance
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Respond to alerts from monitoring systems when applicable.
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Perform basic system health checks and preventative maintenance tasks.
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Assist with patching, updates, and environment stability efforts.
Continuous Improvement
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Follow established service delivery processes and standards.
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Identify recurring issues and contribute to long-term solutions.
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Continuously develop technical skills and knowledge.
Technical Environment (Typical Support Areas)
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Windows operating systems
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Microsoft 365 / Office applications
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Active Directory / user account management
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Basic networking (VPN, DNS, connectivity troubleshooting)
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Endpoint devices and peripherals
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Remote support tools
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Ticketing / PSA systems
Required Qualifications
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Experience in a Service Desk, Help Desk, or IT Support role.
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Strong troubleshooting and problem-solving ability.
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Excellent customer service and communication skills.
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Ability to manage multiple tickets and priorities effectively.
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Experience documenting technical work clearly and thoroughly.
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Basic understanding of IT infrastructure and networking concepts.
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Strong time management and organizational skills.
Preferred Qualifications
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Experience working in a Managed Service Provider (MSP) environment.
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Familiarity with ticketing or PSA platforms (Autotask, ConnectWise, etc.).
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Microsoft 365 administration experience.
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Endpoint management or device deployment experience.
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Relevant certifications (CompTIA A+, Network+, Microsoft, etc.).
