• Job Description

  Req#: oqHckfwn?nl=1

  Impact is hiring Service Desk Engineers for our Nationally ranked Best and Brightest Workplace!u00A0

  u00A0

  Impact is a leading national managed services provider, specializing in: IT & Cloud, Cybersecurity,u00A0 Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support u2013with a driving focus to bring enterprise-level resources to the SMB and midmarket. We are committed to customer-centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth. Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do.

  u00A0

  Founded in 1999, Impact proudly remains privately-held and locally-owned, employing 900+ experts across 23 US locations. Recognized for rapid growth and innovation, Impact has seen a 27% annual growth rate, and championed a vibrant, employee-focused culture.

  u00A0

  Overview
  
  Service Desk Engineers will be utilized in many different capacities to ensure proper management and support of our Managed IT clients' networks. Service Desk Engineers will act as Tier 2 and 3 escalation resources for operational IT issues that can be diagnosed and troubleshot, remotely. Service Desk Engineers provide remote troubleshooting for Impact customers and escalate to field teams, when necessary. We strive to keep Impact clients' networks secure and running optimally.u00A0 The Service Desk is based out of the Unified Support Operations center on Impact's corporate campus and provides 100% in-house, technical support for clients.u00A0
  
  Impact's Unified Support Service Desk provides 24/7/365 client support.u00A0u00A0

  u00A0

  Impact Timeline Video u2013 2024

  u00A0

  Responsibilities

  u00A0

  Technical

  • Pro-actively monitor client networks with a focus on resolving issues before they affect client operationsu00A0
  • Provide Tier 2-3 company and end-user IT support escalated by tier 1 Analysts
  • Identify, document, and troubleshoot user computing issues to resolution and maintain customer satisfactionu00A0u00A0
  • Identify user problems and work within a structured problem management and resolution process to maintain customer satisfactionu00A0
  • Work with Impact field engineering resources and vendors to deliver effective escalated support and management services

  Documentation and reporting
  
  

  • On-time documentation of issues within Impact's proprietary ticketing system
  • Run historical reports to identify reoccurring service disruptions
  • Document problem resolution and processes
  • Assist with on-boarding of new clients and users
  • Run diagnostic applications to resolve problems
    
    

  General

  • Participate in ongoing training and attainment of manufacturer certifications
  • Develop and maintain relationships with customers and engineers that further develop our company's positive reputation through exceptional customer service

  
  What We Are Looking For

  u00A0

  Required Skills and Experienceu00A0

  • Windows Server 2012-2022 Administration
  • Active Directory management and maintenanceu00A0
  • DNS, DHCP, VPN and foundational networking and connectivity concepts
  • Ability to manage user accounts, licenses, and permissions through O365 admin portal
  • Fundamental troubleshooting of Office 365 applications and services
  • Strong IT diagnostic abilitiesu00A0
  • Strong written and verbal communication skillsu00A0
  • Working experience as a NOC Technician, NOC Engineer, IT Support Engineer, Network Support Engineer, Systems Administrator, Network Administrator, IT Administrator, IT Specialist, Network Technician, Service Desk Engineer, Service Desk Analyst, etc.u00A0
    
    

  Valued Skills and Experience

  • Remote Desktop Services and RMM familiarity
  • VMWare, Hyper-V and other virtualization technologiesu00A0
  • Azure and other cloud solutionsu00A0
  • Microsoft Exchange, SQL, and SharePoint managementu00A0
  • Storage solutions: SAN, NAS, and Shared Storageu00A0
  • Experience as part of a Microsoft Partner organizationu00A0
  • Experience working for a managed services organizationu00A0
    
    

  Valued Certifications, Licenses, Registrations

  • Microsoft Fundamental and Associate certificationsu00A0
  • CompTIA A+, Network+, Server+, Security+, etc. certifications
  • Cisco certifications

  Career Paths

  u00A0

  Where you start is dependent on your technical skillset and verified throughout the interview process. Each Service Desk employee is placed on a certification-based promotion plan to grow within the team with no tenure requirements in place.
  
  The USO Service Desk is comprised of three tiers, each requiring various levels of IT support expertise and/or IT certifications.u00A0 The levels and subsequent salary bands are as follows:

  Analyst

  • Service Desk Analyst: $50,000 annually
  • Service Desk Advanced Analyst: $52,500 annually
  • Service Desk Senior Analyst: $55,500 annually

  
  Core

  • Service Desk Core Engineer: $59,500 annually
  • Service Desk Advanced Core Engineer: $64,500 annually
  • Service Desk Senior Core Engineer: $70,500 annuallyu00A0

  
  Solutions

  • Service Desk Solutions Engineers at Impact are only promoted from within the Managed IT or Service Desk teams and are in place to keep the Service Desk specialization knowledge-set high.

  Why Join Us?

  Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world u2013 one person, one company, one community at a time.

  u00A0

  At the heart of everything we do are our core values, which guide how we work, grow, and succeed together: u202Fu00A0

  • Innovation: We embrace change because innovation lives outside the comfort zone. u202Fu00A0
  • Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact.u202Fu00A0
  • Honesty: We are fiercely transparent and consistently honest.u202Fu00A0
  • Fun: We fuel work with fun, knowing life's too short for boring. u202Fu202Fu00A0
  • Low Ego: We champion ideas over titles, because brilliance knows no rank. u202Fu00A0
  • One Team: We win as a team, we lose as a team, we are one team.
  Benefits
  • Expected salary range of $50,000-$70,500u00A0
  • 20 days of PTO plus 12+ paid holidaysu00A0u00A0
  • Flexible Sick Day Policyu00A0u00A0
  • Paid Parental Leaveu00A0u00A0
  • Comprehensive Health, Disability Life, Dental and Vision Plansu00A0u00A0
  • 401(K) discretionary match & retirement plansu00A0u00A0u00A0
  • Continued education reimbursementu00A0u00A0u00A0
  • On-going training & development opportunitiesu00A0u00A0

  Join us at Impact, where your ideas matter, your growth is supported, and your work creates real change. Letu2019s build something incredible together!u00A0u00A0

  
  
  #LI-Onsiteu00A0

• About the company

  Outsourced IT Solutions is our business. Impact Networking provides custom IT solutions to streamline business processes. Streamline your business today!

Notice