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    Service Desk Engineer II - Kansas City, United States - Infinity Technology

    Infinity Technology
    Infinity Technology Kansas City, United States

    3 weeks ago

    Default job background
    Technology / Internet
    Description

    JOB TITLE: Service Desk Engineer II

    DEPARTMENT: Service Desk

    STATUS: Exempt

    REPORTS TO: Service Desk Manager

    Overview of Position

    Infinity Technology Services is a growing Managed Service Provider offering IT services to a variety of clients primarily in the Kansas City metro. The Service Desk Engineer position is the front line of our organization and a position valuable to our success. Our team values the satisfaction of our customers, prompt and accurate resolution of issues, and forward thinking to continue to increase value to our customers. This position provides advanced troubleshooting and solutioning with the ability to adapt to new technologies and learn quickly when faced with new problems and challenges. This position possesses attention to detail, the ability to multi-task, and accountability to provide solutions within the timelines set forth for our customers.

    Duties and Tasks

    Answer calls and emails from customers with prompt and accurate response

    Handle a variety of issues related to PC issues, remote access, applications, and network

    Identify areas for improvement in processes and policies

    Develop documentation and flow charts where necessary

    Timely and accurate ticket updates and time entries

    Work in a team environment or independently

    Self-manage a number of tickets with varying priorities

    Take ownership of customer issues reported and see through to resolution; escalating all issues in a timely manner

    Possess a high level of integrity when dealing with sensitive data and situations when presented

    Answer calls from residential customers inquiring about wireless internet service

    Provide basic troubleshooting to residential customers regarding wireless internet service

    Perform other duties as assigned

    Placement Criteria:

    Help Desk: 1 year (Preferred)

    Education and Experience in the Information Technology field

    Ability to troubleshoot a variety of technical issues

    Customer Service skills

    Ability to work in a fast-paced environment with "Can do" attitude

    Motivated individual with desire to provide quality service

    Able to work nights and weekends as part of on-call rotation

    Technical Competencies (Including but not Limited To):

    Windows OS (Primarily W10)

    Server OS (Primarily Server 2016)

    Office 365

    VPN

    Camera Software

    Active Directory

    Cabling

    Printers

    Supervisory Responsibilities:

    This position has no supervisory responsibilities.

    Physical Demands:

    The duties of this position require the employee to be able to sit, stand, see, and hear. The employee must also be able lift and/or move up to 50 lbs. Must have the ability to travel, sometimes with short notice and be able to provide after-hours and weekend support as part of the on-call rotation or as needed based on customer needs.

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