IT Help Desk Engineer in Schenectady, New York at Logical Net Corporation

Logical Net is searching for exceptionally talented, self-driven individuals to join our team to provide advanced Information Technology, Communication, and Cybersecurity solutions to our customers. Logical Net presents a unique opportunity to work with a diverse and talented team in a technology-rich collaborative environment.

Position: Information Technology Help Desk Engineer

The IT Help Desk Engineer’s primary role is to act as first-level support for Logical Net customers. Individuals in the position will interact with customers via telephone, e-mail, and ticket-based support systems. This position requires strong interpersonal communication skills, attention to detail, strong time management skills, and a willingness to learn. The IT Help Desk engineer will act as a liaison between customers, 2nd and 3rd-level support engineers, vendors, and Logical Net staff. The primary role of the IT Help Desk engineer is to ensure customer satisfaction with Logical Net products and services and to ensure timely resolution to customer problems as they occur.

In addition to interacting with customers and providing 1st level of support, IT Help Desk engineers will assist in day-to-day operations. This will include proper provisioning and de-provisioning of services for new and existing customers. The IT Help Desk engineer is responsible for logging all customer activity in Logical Net’s ticket-based tracking system and electronic support tools. Daily follow-up and customer interaction are required for all open tickets.

Demonstrated skills in supporting and troubleshooting these technologies are preferred.

• Microsoft 365 Email, Office applications, Teams and related services
• Microsoft Windows operating systems - Workstation, Server, Active Directory
• IP networks and associated protocols (DNS, DHCP etc.)
• Cybersecurity concepts including antivirus, and endpoint detection and response tools

Core Duties and Responsibilities:

• Interact with customers and provide first and second level support
• Track and manage customer contact with ticket-based systems and support tools
• Facilitate solutions to customer issues with senior engineers and track progress
• Provide remote support for end-user workstations and applications
• Provision or add/change/remove services as needed
• Provide written documentation, policies, and procedures as necessary