Service Desk Engineer / Desktop Support-SD - SyApps LLC

SyApps is a Technology and Management Consulting Services firm based in Greater Washington area, with focus on solutions in the area of Strategy, Process, Technology and Management support. As a diverse end-to end IT and Management solution Provider, SyApps offers a range of expertise aimed at helping customers re-engineer and re-invent their business to compete successfully in an ever-changing marketplace. 

 Please visit us at www.syapps.com. 

** This position is located in our Tampa, Florida office and only candidates currently residing in the Tampa Bay Area will be considered for this position. **

Description

Summary:

Summary:

The SyApps Service Desk is the central point of contact for all IT related incidents and service requests for our customers. The role of the Desktop Support / Service Desk Engineer is to provide Tier 1 and Tier 2 support for all internal staff and managed IT service customers. The Desktop Support / Service Desk Engineer is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. Our Managed IT Services team work in a highly dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, in person and self-service.

Responsibilities:

Desktop Support / Service Desk Engineer Responsibilities

• To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• To assist all of our customers with any logged IT related incident when called upon.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• To accurately record, update and document requests using the SyApps service desk system.
• To install and configure new IT equipment.
• To resolve incidents and upgrade different types of software and hardware and mobile devices.
• To resolve incidents with printers, copiers and scanners.
• To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers at all levels in an organization.
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• To create, maintain and publish relevant support documentation in order to assist all customers in the quick resolution of their incidents and service requests and enable users to become more self-sufficient. Exhibit a flexible approach to working on a rotational basis and provide necessary cover where needed.
• Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
• To work within the relevant legislation, audit requirements, policies and procedures.

Team Responsibilities

• Provide back-up and escalation support to other support groups as needed.
• Other duties as assigned.

Special Project Responsibilities

Technical Skills Required:

• Customer facing service desk experience in the IT field.
• Microsoft Certified Desktop Support Technician.
• Expert-level experience working with Microsoft Windows 7, 8x and 10.
• Expert-level experience working with Microsoft Office Suites.
• Expert-level experience working with Android and iOS powered mobile devices.
• Production environment experience with Windows Server (2008-2016).
• Production environment experience with Microsoft Exchange (2008 – 2016)
• Production environment experience with Local and Wide Area Networks. This includes hands on, production experience with Cisco, Meraki, Datto, Fortinet and SonicWALL equipment.
• Production environment experience with HP and Dell Server Hardware.
• Production environment experience working with backup software and hardware by Barracuda Networks, Veeam and Datto.
• Production environment experience with the VMWare and Citrix Server and Application virtualization platforms.

Miscellaneous:

• Hours are split between on-site work at a customer’s location and working our Tampa office.
• Willingness and ability to learn new technologies.
• Ability to collaborate and work in a team environment.
• Willingness to work non-standard hours and be responsive to after-hour needs as necessary.
• Ability to work independently and supervised
• Excellent interpersonal, communication, problem-solving and organizational skills.
• Excellent client and service focus required including courtesy, tact and effectiveness in dealing with others (both internal and external) in every day working relationships, including contacts to request or provide information.

Travel: Local / Minimal

Location: Tampa, Fl

SyApps LLC is a Winner of the SmartCEO/Grant Thornton Future 50 Award for being recognized as one of 50 fastest growing companies in the Greater Washington Area.