Service Desk Engineer

Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.

2+ years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment. Strong knowledge of Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and Active Directory.

Experience supporting Windows 11, macOS, iOS, and Android platforms.

Working knowledge of cybersecurity concepts including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management.

Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and SaaS application administration.

Experience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar systems.

Knowledge of ITIL service management principles.

Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.

Preferred Certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900, or equivalent.

Experience supporting financial services, hedge funds, legal firms, or highly regulated industries preferred

Preferred Qualifications & Development Potential

• Associate degree in Information Technology, Computer Science, or related field, or equivalent professional experience.

• 1–3 years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.

• Foundational IT certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals , or equivalent coursework demonstrating core technical knowledge.

• Demonstrated hands-on technical experience through internships, help desk roles, school IT programs, volunteer IT work, home labs, or other practical troubleshooting environments.

• Exposure to scripting, automation, or technical problem-solving through coursework, personal projects, or professional experience.

• Basic familiarity with PowerShell, Python, batch scripting, or other automation tools preferred.

• Strong understanding of Microsoft Windows, Microsoft 365, Active Directory/Entra ID, endpoint management, and common business productivity applications.

• Excellent customer service, communication, documentation, and troubleshooting skills.

• Ability to learn new technologies quickly and adapt in a fast-paced MSP environment.

• Nice-to-Have Qualifications

• Experience supporting Microsoft 365, Entra ID, Intune, Azure, AWS, or similar cloud platforms.

• Experience with ITSM/ticketing systems such as ConnectWise, HaloPSA, Autotask, or ServiceNow.

• Knowledge of cybersecurity fundamentals including MFA, endpoint security, phishing awareness, and identity management.

• ITIL Foundation, Microsoft, CompTIA, or cloud certifications.

• Experience supporting financial services, legal, healthcare, or other regulated industries.