Service Desk Engineer IT
US-WI-Manitowoc
External
Req #: 7656
Type: Full Time
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Overview: We are seeking a motivate Service Desk Engineer focused on pushing the boundaries for providing and transforming our helpdesk to a world class service desk. The Service Desk Engineer is specialized in providing technical assistance for software systems, including but not limited to Windows OS, iOS for iPads, Microsoft 365, RingCentral, and other Enterprise Software. With 3-4 years of industry experience, this role is also responsible for managing and creating workflows within ServiceNow and Jira Service Management to improve service desk operations. Remote Work Full Time: 40 hours a week Monday - Friday 7:00am - 4:00pm (eastern time zone) Additional benefits include: Paid Time Off (PTO) (start accruing on first day of employment) Paid Company Holidays Eligibility for Health, Dental, and Vision coverage, and flexible and health spending accounts, subject to the plan terms. Benefits begin the first of the month following date of hire. 401(k) retirement plan starts 3 months after the first of the month following date of hire. Free Professional, confidential consultation, 24 hour a day via phone for employees and their eligible dependents from our Employee Assistance Program. Employer provided $20,000 Basic Life/AD&D coverage, Short Term and Long Term Disability Insurance coverage. Eligible for and Voluntary Life Insurance, and Voluntary Insurance options, which include: Pet Insurance, and ID Theft/Device Protection Insurance, Accident Coverage, Critical Illness Coverage, Hospital Indemnity Coverage, and Cancer Risk & Support Coverage. Employee discounts on services offered at Forefront Dermatolog Responsibilities: * Manage, categorize, and prioritize incoming tickets through ServiceNow and Jira Service Management systems. * Develop, implement, and optimize workflows within ServiceNow and Jira Service Management to streamline service desk operations. * Provide focused support for Windows operating systems, iPad configurations, and Microsoft 365, RingCentral, and other Enterprise Services. * Systematically identify and resolve software-related issues using diagnostic tests. * Deliver resolutions predominantly for software issues and escalate complex issues to specialized teams as needed. * Keep a detailed record of all activities, solutions, and interactions within the ticketing system with an emphasis on software and workflow-related incidents. * Provide exceptional customer service to ensure user satisfaction. * Contribute to knowledge bases and training modules specific to software and workflow troubleshooting. * Recommend enhancements for more effective software support and workflow management, and actively participate in their implementation. * Collaborate closely with different departments to ensure a harmonized and specialized software and workflow support service. Qualifications: * 3-4 years of experience in an IT service desk environment with a focus on software support and workflow management * Strong experience with ticketing systems, specifically ServiceNow and Jira Service Management * Proficiency in developing and optimizing workflows within ServiceNow and Jira Service Management * Expertise in supporting Windows OS, iOS for iPads, Microsoft 365, and RingCentral * A+ or equivalent certification preferred, with specialization in software systems * Exceptional verbal and written communication skills * Outstanding problem-solving and analytical abilities
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