IT Service Desk Level 1 Engineer

Front-line support role for managed client systems, devices, and networks in Eakes’ Managed IT division.

Responsibilities

• Support a workplace culture aligned with Eakes mission, vision, and values.
• Handle client-facing service interactions with strong communication and interpersonal skills to maintain client satisfaction.
• Monitor and manage daily service tickets in the company’s PSA/ticketing system, ensuring work is documented and time-tracked.
• Use Remote Monitoring and Management (RMM) tools to review alerts and assist with maintenance, patching, and updates.
• Deliver Level 1 troubleshooting and support for desktops, laptops, printers, and network-connected devices in both onsite and remote environments.
• Help senior engineers with network and server maintenance, deployments, and escalated troubleshooting.
• Support end users with Microsoft 365 account management, including email setup and related productivity tools.
• Run basic diagnostics for connectivity, performance, and software issues; escalate complex cases as appropriate.
• Maintain accurate asset and configuration documentation inside internal systems.
• Follow established workflows and contribute to improving documentation, checklists, and SOPs.
• Participate in scheduled on-call rotations or after-hours maintenance windows when needed.
• Demonstrate professionalism and high emotional intelligence (EQ) with customers and teammates.
• Stay current through ongoing learning and training related to MSP tools and evolving technologies.
• Perform additional duties and support projects as assigned by management or senior technical staff.

Requirements

• Certification in at least one IT discipline relevant to the role (examples include CompTIA A+, Network+, or Microsoft certification).
• 2–3 years of hands-on IT support experience, preferably in a Managed Service Provider (MSP) or multi-client environment.
• Working familiarity with MSP toolsets, including ticketing systems, RMM platforms, and remote support utilities.
• Basic understanding of Microsoft 365 administration, Windows operating systems, and typical business network environments.
• Strong written and verbal communication with the ability to document work and communicate clearly with clients and teammates.
• Self-motivated and able to work independently while following processes and escalation paths.
• Valid driver’s license and reliable transportation for onsite client visits.
• Willingness to occasionally work evenings or weekends during scheduled maintenance or on-call rotations.

Technologies

• PSA/ticketing system
• Remote Monitoring and Management (RMM)
• Microsoft 365
• Windows operating systems
• Windows Server environments (2016 and newer)
• Active Directory
• Group Policy
• DNS
• DHCP
• WatchGuard
• Meraki
• UTM devices
• VoIP
• Cloud-hosted phone systems

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Relocation assistance
• Retirement plan
• Vision insurance

Location: Grand Island, NE (onsite)

Pay: $50,000 - $60,000 per year

Employment: Full-time

Work location: In person