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Service Desk Engineer

GFI Digital Jefferson City, MO

Jefferson City, MO

Today

Full time Customer Service End User Support Help Desk Support

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Job Description

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

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