Service Desk Engineer

• Able to lead and delegate within the Service Desk team, ensure appropriate on-site technical support is available, and overall operations of the team to more efficiently for the best technical support to the end users.

• Able to lead and delegate within the Service Desk team, ensure appropriate on-site technical support is available, and overall operations of the team to more efficiently for the best technical support to the end users.
• Able to triage & prioritize the Service Desk ticket (request) queue so that tickets are responded to and closed within SLA expectations. Updates are provided appropriately to the end users and tickets are triaged appropriately before moving up to a level 3 technician.
• Ability to grow & train Service Desk technicians to troubleshoot up to and including level 2 / 3 tickets.
• Refreshes hardware for end user devices and works to plan, purchase, and deploy on schedule.
• Maintains the hardware inventory (CMDB) and updates to show accurate end user ownership, usage, and end of life needs.
• Owns, writes, and updates documents for all team processes and procedures for areas of responsibility.
• Responsible for collaborating and checking any tickets requested by the parent organization for break-fix issues to the AGI Service Desk.
• Supports special projects including but not limited to CMMC, Operations Support, Compliance, Vulnerability remediation, and others as needed.
• Able to identify, communicate, & delegate work listed above to other technicians on the team.
• Able to effectively communicate with end-users to identify and troubleshoot IT issues, both on-site and remotely.
• Able to resolve L1/L2 issues across a large span of technologies, including but not limited to printers, web conferencing equipment, servers, monitors, TVs, peripherals, and workstations.

• You will reduce ticket backlog and improve response times by owning the triage process and making sure the right work gets prioritized every day

• You will reduce ticket backlog and improve response times by owning the triage process and making sure the right work gets prioritized every day
• Your documentation and knowledge base contributions will help the entire team resolve issues faster and with more consistency
• You will directly improve the end user experience by resolving issues quickly and communicating clearly about what is happening and when
• Your hardware refresh planning will keep devices up to date and reduce downtime caused by aging equipment
• You will help the Service Desk team grow their capabilities, reducing escalations and building a stronger bench of technical talent
• Your collaboration on compliance and security projects will strengthen the overall IT environment and reduce risk across the organization
• You will create a more reliable and predictable support experience for engineers who depend on their tools working when they need them

• Able to work closely with ServiceDesk team members to triage incidents and requests, assign tickets to proper escalation queues and take direction from the Service Desk manager.
• Communicates with ServiceDesk Manager regarding necessary actions and suggested approaches to accomplish objectives
• Conveys information clearly and concisely to ensure team remains focused on objectives
• Current technical understanding of hardware and software technology
• Explains benefits to stakeholders to gain acceptance of changes
• Presents information, analyses, and recommendations to stakeholders
• Is accessible to employees at all levels; addresses customer service deficiencies by identifying solutions.
• Able to lead small to mid-size workloads by prioritizing critical work and de-prioritizing less critical work.
• Investigates issues and takes corrective action, as appropriate.
• Serves as a team member for various projects to support new processes, procedures and compliance.
• Applies technical knowledge of IT system to ensure access to, and security of, the system.
• Recognizes areas needing improvement and takes training to increase skills.
• Implements guidelines to improve products and services documentation.
• Investigates issues and takes corrective action, as appropriate.
• Perseveres on project despite changing objectives, deliverables, and deadlines.
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