Service Desk Engineer

GFI Digital is seeking a Service Desk Engineer to provide customer-focused technical support at its Jefferson City, MO onsite location. This role centers on delivering high-quality service while implementing, maintaining, troubleshooting, and optimizing workstation and server hardware, software, and network connectivity, with a focus on meeting customer Service Level Agreements.

What You’ll Do

• Join white-glove calls, particularly during high-urgency or sensitive technical escalations, providing composed and expert communication to drive resolution
• Deploy technical solutions to address recurring issues, improve system performance, and implement new services for clients
• Review trends in ticket data and client feedback to identify technical improvement opportunities and proactively prevent potential issues
• Troubleshoot network equipment, including switches, firewalls, and wireless access points
• Remediate compromised accounts using anti-virus and malware software
• Support email systems including O365 and GSuite, using SPAM filtering tools such as Graphus, Inky, Mimecast, and Defender
• Administer and maintain end-user accounts, permissions, and access rights, including password resets and new user or workstation setups
• Set up, install, and troubleshoot products including the Microsoft Office Suite and other Windows applications
• Assist with third-party vendor management activities
• Ensure Service Level Agreements are met across all customer engagements

Required Experience and Qualifications

• 3-4 years of hands-on IT support experience in a similar role, including deploying and troubleshooting Windows workstations and applications, and supporting and maintaining Windows Server environments
• 3 years of MSP experience
• Working knowledge of Windows Servers and networking hardware protocols
• Strong documentation skills, including accurate documentation of client environments and issue resolution
• Ability to prioritize and execute tasks in a high-pressure environment
• Keen attention to detail and ability to absorb and retain information quickly
• Highly self-motivated with proven analytical and problem-solving abilities
• Solutions-focused approach with the ability to multi-task and organize work to meet deadlines
• Consistent professional appearance and demeanor

Education and Preferred Background

• College Diploma or Degree in Computer Science
• 3-4 years of hands-on IT support experience; experience working with third-party vendors is preferred
• Certifications such as Microsoft, CompTIA, Cisco, and others

Tools and Technologies

• O365, GSuite
• Graphus, Inky, Mimecast, Defender
• Microsoft Office Suite
• Windows, Windows Server, Windows workstations
• Anti-virus and malware software
• SPAM filtering tools

Schedule and Work Setting

Full-Time position in the office.

Benefits

• 401(k) with company match
• Referral bonus program
• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Life Insurance coverage
• Employee Assistance Program (EAP) for confidential counseling and support services
• Paid Time Off starting on your hire date
• Sick Time Off
• Employee Discount Program

Communication and Organization Skills

• Precise attention to detail and strong organization
• Excellent communication and interpersonal skills
• Highly self-motivated and directed
• Able to meet deadlines and follow clear instructions