Position: Service Desk Engineer
Location(s): DC Metro
Timeframe: Immediate

We’re looking for team players to join our winning Global Service Desk. If you enjoy problem solving and want to take on new challenges in a fast-paced environment, then this is the job for you! Service Desk Engineers play a central role in our success and are at the core of our service offerings. Our ideal team members strive to provide a high-level of customer service and have a passion for technology with a demonstrated willingness to learn more.

In this position, you will:

  • Take ownership of customer incidents and requests by providing telephone, remote and email support to our clients and logging incidents and requests
  • Solve issues with first call resolution for computer hardware and software problems through troubleshooting techniques
  • Escalate support requests (including application specific) that cannot be resolved within 20 minutes to Senior Service Desk Engineers or external resources as needed
  • Perform configuration and troubleshooting of Windows Server, DNS, DHCP, VPN Clients, Group Policy, Folder Permissions, Firewalls, Printers on Terminal/Citrix servers, Printer Servers, Office 365, Mac’s, workstation and network connectivity issues, and Exchange Server
  • Manage VMWare servers via vSphere and/or vCenter
  • Provide technical support for Microsoft Office Applications and Microsoft Office 2007-2013
  • The ideal candidate will have:

  • 3+ years of related experience
  • The aptitude to provide hands-on experience with the following technologies: Windows Server, Exchange Server, Small Business Server, Active Directory, Citrix, Firewalls, DNS, DHCP, VMWare, Office 365, Mac, Microsoft Office Application and Microsoft Office
  • The ability to communicate clearly. You can explain just about anything to anyone and you’re comfortable communicating over the phone and in writing
  • Strong customer service skills and a passion for creating an un-matched customer service experience
  • The ability to deliver excellence independently and collaboratively
  • A Rockstar candidate will have:

  • A Bachelor’s degree or equivalent in Computer Science, Information Systems, Engineering, Business, or other related field, or 2 years related experience and/or training or equivalent combination of education and experience
  • The availability to work flexible hours is strongly preferred
  • Preferred Certifications:

  • CompTIA: A+, Network +
  • Microsoft: MTA, MCSA-Office365, MCSA-Windows Server 2012, MCSA-SQL Server 2012, MCSE-Service Infrastructure
  • OptfinITy is an Equal Opportunity Employer