Service Desk Engineer

DATAPRISE LLC is hiring a Service Desk Engineer to provide remote first-contact technical support to customers as part of the Technical Engineering Center (TEC). This is a hybrid role based in Port Saint Lucie, FL, supporting a 24X7X365 environment and partnering with teammates to resolve end-user issues efficiently.

Role & Support Scope

• Provide first contact support for incoming requests through telephone, web portal, email, and chat with an emphasis on courteous, timely, effective resolution.
• Follow up on open tickets and keep clients informed with relevant updates throughout the process.
• Record, track, and document service desk incidents in the Service Desk application.
• Collaborate with team members to identify solutions and escalate to senior team members or external resources when needed.

First-Tier Technical Support

• Support Windows Workstations, MAC OS, printers, and mobile devices, including troubleshooting for basic applications and hardware.
• Provide support for Microsoft 365 and Active Directory.
• Manage account and access tasks including adding users, removing users, resetting passwords, and changing folder permissions.
• Use remote access solutions to support topics such as VPN clients, Terminal Services, and Citrix.
• Troubleshoot using current versions of Active Directory, VPN clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, anti-virus and malware, spam filtering, and Microsoft Office Applications.
• Apply a basic understanding of IP addresses, subnet masks, gateways, and DNS addresses.

Requirements

• A few years of related experience, ideally supporting external clients in the Managed Services or IT Services industry.
• Strong written and verbal communication plus customer service skills for collaboration with clients and colleagues.
• Ability to manage difficult conversations and set client expectations.
• Sound judgement and decision-making to make independent decisions that affect customers without always consulting a supervisor.
• Capability to perform and deliver effectively in a fast-paced, occasionally high-stress, SLA-driven environment.
• Flexibility to handle a variety of tasks that may change frequently.
• Ability to maintain concentration and focus in a collaborative, open work environment with varying noise levels and interruptions.
• Strong attention to detail to ensure work is accurate and complete.
• Availability for flexible hours, including possible night shifts and/or weekends.
• Associate or Bachelor’s Degree in Computer Science/Engineering or a related field (preferred).
• Preferred certifications: CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate, and Apple Certified Support Professional.

Compensation

• Salary Range: $45,000 - $50,000 per year.
• Note: the range reflects the national average level and may be adjusted higher or lower based on the candidate’s local labor market.

Benefits

• Comprehensive medical, dental, and vision coverage for you and your family.
• Company-paid Employee Assistance Program (EAP).
• 401(k) with company match and immediate vesting.
• Company-paid short and long-term disability insurance.
• Company paid life insurance.
• Voluntary supplemental insurance through Aflac.
• Voluntary pet insurance through Nationwide Pet.
• Flexible Spending Accounts (FSA).
• Health Savings Account (HSA) with employer contributions.
• Pre-tax commuter benefits for parking and public transit.
• Comprehensive Wellness and Rewards & Recognition Programs.
• Onsite, hybrid, and remote work options (may vary by role).
• 10 paid holidays.
• Generous PTO.
• Company paid Volunteer Time Off.
• Parental leave benefits and bonding leave for new parents.
• Internal mobility opportunities.
• Continuous learning and upskilling, including job shadowing programs and career mentorship.
• Annual training allowances and LinkedIn Learning licenses for all employees.

Culture & Innovation

• Work on cutting-edge technology spanning managed IT services, cybersecurity, disaster recovery, incident response, mobility management, IT consulting, cloud and infrastructure, and more.
• Recognition as a top employer in IT with awards for values and culture.
• High-trust environment with empowerment, continuous learning, and innovation built around: Passionate, Respectful, Ownership, Unified, and Decisive.

Application Details

• Anticipated application deadline: 10/30/2026 (may be modified or extended as needed).
• Apply online using the link associated with this posting.