Service Desk Engineer - Omega Systems : Job Details

Job DetailsLevel Experienced Job Location Reading PA - West Lawn, PA Salary Range $60,000.00 - $80,000.00 Salary/year Job Shift Day Job Category Information Technology DescriptionPosition: Service Desk Engineer Reports To: Service Desk Supervisor Division: Service Desk FSLA: Exempt Office Designation: In Office Preferred Office Location: Reading, PA, or Mount Holly, NJ Join An Award-Winning Team! Omega Systems is a nationally recognized technology solutions firm serving a growing number of businesses across the Northeast. We regularly seek talent willing to take on new challenges and innovative methodologies to accommodate our expanding footprint. If you are passionate about IT and eager to benefit from personal development, team-based collaborations, and abundant opportunities, consider joining the Omega Systems family and becoming part of our story. Omega Systems Consultants Inc. is seeking to add a Full-Time Service Desk Engineer to join our growing team of technical support engineers. The Service Desk functions as first-line and escalation support to ensure the stable operation of the organization's Customer support and local office support services, including maintenance, troubleshooting applications, developing and testing solutions, documenting, resolving incidents, and bug fixes. The individual will also assist in maintaining a knowledge-based repository of common reported problems and resolutions to increase effectiveness and efficiency for Omega System's Service Desk operations. Please Note: This role requires an on-call rotation for night and weekend support. Functional Responsibility and Task Statements:

• Provide 2nd tier support through desk-side, remote, and local office support services
• Watch for repeat tickets to find trending issues.
• Work directly with the Technical Account Manager on their customer's escalated issues.
• Create new knowledge base articles to increase the rate of first-line resolution
• Follow documented processes for incident management and request fulfillment
• Provide guidance and direction for escalated service issues
• Demonstrates dedication to customer service and ability to assess risks quickly
• Analyse and document software requirements

Leadership and People Responsibilities:

• Work with other colleagues within Omega Systems teams to deliver an effective Customer support service offering
• Help ensure Customer support services teams are focused on achieving results using all resources available from initiation to resolution
• Ensure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of Omega Systems' Customer support teams both externally and internally

Technical Responsibility and Task Statements:

• Provide timely resolution to technical support issues while following company standards
• Properly log, prioritize, assign, track, and respond to incidents and requests promptly
• Identify and resolve incidents within agreed SLAs, policies, and procedures
• Develop new support documentation of solutions that are used by Customer support services
• Monitor incident trends and identify recurring incidents for resolution
• Ensure that all relevant incidents are linked to an appropriate problem
• Document and test new solutions for Omega Systems to use and implement in customer environments for problem resolution.
• Perform root cause analysis as needed for problems, working closely with other Omega Systems support teams
• Install and maintain desktop hardware and software, provide PC hardware troubleshooting/repair
• Use advanced tools/technical knowledge to remediate Customer problems and conduct scheduled installs
• Analyze desktop usage and computer peripherals
• Analyze, troubleshoot, correct, and document defects in existing software systems
• Responsible for installation, testing, troubleshooting, and repair of workstations
• Responsible for installation and configuration of workstation software
• Complete PC installation, maintenance, e-mail administration, and disk capacity monitoring
• Provide accurate estimates for and track data on time spent adding new features and fixing defects
• Ensure technical documentation is created and tested

Incumbent(s) in this position may be required to perform other duties and special assignments not explicitly stated. Environmental: The job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, etc. Travel Requirements: Minimal travel is required for this position. Desired Qualifications and Skills:Required

• 5+ years of information technology experience supporting inbound Customer requests or issue resolution
• High school Diploma
• Experience with ConnectWise Manage software or similar ticketing system
• Strong working knowledge of desktop and server operating systems (Windows, Linux, Unix, etc.)
• Proficiency with Microsoft operating systems, Microsoft Office Suite Outlook, Word, Excel, and PowerPoint), and Microsoft desktop applications
• Experience with Active Directory account creation, password resets, group membership changes, distribution groups, and other AD functions
• Experience supporting VPN clients and VPN Administration
• Experience in supporting LAN/WAN network infrastructure
• Experience supporting applications running in an RDS or Citrix environment
• Strong working knowledge of Office 365 user and mail administration
• Proficiency with NTFS file permissions
• Experience with internal and external DNS administration
• Experience with creating, changing, and troubleshooting Group Policies
• Experience with VMWare and/or HyperV
• Excellent listening, questioning, and customer service skills
• Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned
• Ability to maintain composure, tact, and effectiveness under stressful conditions
• Ability to organize information, efficiently manage time, and balance multiple priorities
• Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience

Preferred

• Bachelor's degree in Information Technology, Computer Science, Engineering or a related field
• MS in Computer Science or Information Management

Benefits

• Heath Insurance
• Dental Insurance
• Vision
• 401(K) plus employer match
• Life Insurance & Accidental Death and Dismemberment
• Employee Assistance Program
• Additional ancillary benefits to select from
• Paid Time Off, Paid Company Holidays, Floating Holiday and your Birthday is a Holiday

EEO STATEMENT The Company's policy provides equal employment opportunities for all applicants and employees. Omega Systems provides equal employment opportunities to all qualified individuals without regard to actual or perceived race including hair texture and natural hair styles), color, religion, religious creed (including religious dress and religious grooming practices), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity (including transgender identity, status and transitioning), gender expression and sex stereotyping, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information (including genetic information), family care or medical leave status, military caregiver status, military status, veteran status, marital status, domestic partner status, sexual orientation, status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, engaging in protected communications regarding employee wages, requesting a reasonable accommodation on the basis of disability or bona fide religious belief or practice, or any other basis protected by local, state, or federal laws. Applicants, as well as employees who are or have become disabled, must be able to perform the essential job functions with or without reasonable accommodation. The Company shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.