Service Desk Engineer

In this onsite Service Desk role, you will support customers by troubleshooting and optimizing workstation, server, and network environments while maintaining clear communication and service standards. The position at GFI Digital focuses on proactive support, reliable issue resolution, and meeting customer Service Level Agreements.

Key Responsibilities

• Participate in white-glove calls, particularly during high-urgency or sensitive escalations, providing calm, expert communication and resolution.
• Deploy technical solutions to address recurring issues, improve system performance, and implement new client services.
• Review trends in ticket data and client feedback to identify technical improvement opportunities and prevent potential issues.
• Troubleshoot network equipment, including switches, firewalls, and wireless access points.
• Remediate compromised accounts using anti-virus or malware software.
• Support email systems such as O365 and GSuite, using SPAM filtering tools including Graphus, Inky, Mimecast, and Defender.
• Administer end-user accounts, including permissions and access rights such as password resets and new user or workstation setups.
• Set up, install, and troubleshoot Microsoft Office Suite and other Windows applications and related products.
• Provide assistance with third-party vendor management.
• Ensure Service Level Agreements are met for all customers.

Required Qualifications

• 3 to 4 years of hands-on IT support experience in a similar role, including deploying and troubleshooting Windows workstations and applications and supporting or maintaining Windows Server environments.
• 3 years of Managed Service Provider (MSP) experience.
• Working knowledge of Windows Servers and networking hardware protocols.
• Strong documentation skills, with the ability to produce accurate documentation related to client environments and issue resolution.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Keen attention to detail and the ability to absorb and retain information quickly.
• Highly self-motivated and solutions-focused approach to problem-solving.
• Proven analytical and problem-solving abilities.
• Ability to multi-task and organize priorities and deadlines effectively.
• Consistently professional appearance and demeanor.

Preferred Qualifications

• Education: College Diploma or Degree in Computer Science.
• Experience: 3 to 4 years of hands-on IT support experience, including experience working with third-party vendors.
• Certifications: Microsoft, CompTIA, Cisco, and others.

Technologies You Will Work With

• O365, GSuite
• Graphus, Inky, Mimecast, Defender
• Microsoft Office Suite
• Windows, Windows Server, Windows workstations
• Anti-virus and malware software
• SPAM filtering tools

Schedule

Full-Time onsite role at the office in Jefferson City, MO.

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 Work Style

• Precise attention to detail and a high level of organization.
• Excellent communication and interpersonal skills.
• Highly self-motivated and directed.
• Able to meet deadlines and follow clear instructions.