Service Desk Engineer

Provide remote and onsite service desk support for Microsoft-based business environments, with regional priority across Vermont, New Hampshire, New York, and Maine.

Responsibilities

• Deliver remote technical support to clients by phone using remote control tools (about 60%)
• Perform onsite technical support at client locations when needed (about 25%)
• Diagnose and resolve issues across workstations, servers, and network infrastructure
• Handle user account management tasks such as adding, editing, disabling accounts, and setting up new application users
• Troubleshoot backup problems, malware, virus, and other technical challenges
• Support the provisioning of new laptops, desktops, and mobile devices
• Collaborate with application vendors to troubleshoot application errors
• Answer end user questions and remediate reported issues
• Focus on strong service and customer outcomes, including building “Raving Fans”
• Build long-term relationships with teammates and clients
• Maintain and grow skills by staying proficient in current technologies
• Complete administration work such as documentation and meetings (about 10%)
• Support continual professional development (about 5%)

Technologies

• Windows 10, Windows 11
• Windows Server 2012, 2016, 2019, 2021, 2025
• VMware, Microsoft Hyper-V
• Anti-virus, Anti-spam, Anti-spyware
• Backup and Recovery technologies
• Citrix, Microsoft Remote Desktop Services
• Firewalls, Routers, Managed Switches
• LAN / WAN / Wireless networking hardware and software technologies
• Systems Management Software (HP Insight Manager, Dell OpenManage)

Products and Services

• Windows 10 & 11 and associated hardware platforms
• Windows Server 2012, 2016, 2019, 2021 & 2025 and associated hardware platforms
• VMware or Microsoft Hyper-V virtualization technologies
• Anti-virus, Anti-spam and Anti-spyware
• Backup and Recovery technologies
• Citrix and Microsoft Remote Desktop Services
• Firewalls, Routers and Managed Switches
• LAN / WAN / Wireless networking hardware and software technologies
• Systems Management Software (HP Insight Manager, Dell OpenManage)

Requirements

• 2+ years of experience in a related role
• Two-year college degree preferred; minimum of a two-year college degree or equivalent experience
• Exceptional listening skills with the ability to translate client descriptions into technical detail
• Excellent ability to communicate step-by-step instructions over the phone
• Excellent oral and written communication skills
• Strong attention to detail across both complex and routine tasks
• Highly professional and personable at all times
• Strong drive and focus to overcome technical challenges
• Ability to work independently and with a team to meet goals and objectives
• Confidence with the judgment to seek advice when needed from teammates or vendor partners
• Drive to learn new products and technologies through active pursuit of education and certification
• Ability to develop and maintain high competency with supported technologies
• Real-world experience in network administration or a help desk position
• Strong analytical and organizational skills
• Desire to “do what it takes” to resolve technical challenges
• Industry certifications from CompTIA, Microsoft, Cisco, or VMware
• Strong working knowledge of Workstation and Network Operating Systems, Network Applications, and LAN / WAN / Wireless Technologies

Location and Schedule

• Plattsburgh, NY (hybrid)
• Role priorities: South Burlington, VT; Rutland, VT; West Lebanon, NH; Plattsburgh, NY; Westbrook, ME

Compensation

• USD 55,700 - 70,000 per year

Overview

• SymQuest, part of Konica Minolta Business Solutions, U.S.A., Inc., is hiring a Service Desk Engineer
• Position focuses on remote and onsite support for Microsoft-based business environments