Service Desk Engineer

Provide first-level service desk support as a P1 engineer, monitoring ticket queues in SNOW and coordinating upgrades while working a 24/7 onsite shift schedule in Scottsdale, AZ.

Responsibilities

• Deliver first level support for LTIM customers and partners
• Monitor all queues in SNOW and ensure timely handling of service desk activity
• Use independent judgment to develop support methods, techniques, and evaluation criteria to achieve results
• Drive process improvement by implementing new and refining existing systems such as Help Desk and PC Management
• Coordinate with team members preparing and deploying software enhancements and upgrades
• Coordinate and help implement new software and hardware upgrades
• Maintain desktop terminal and printer hardware and software documentation
• Participate in the on-call schedule and respond to priority incidents as needed
• Update problem project tracking records in a timely manner
• Follow written SOP instructions and FAQs to guide support outcomes
• Independently complete service desk incidents (example scope includes office moves and printer installation)
• Collaborate with internal and external contacts, including support teams, System Engineers, project teams, validation vendors, and end users

Requirements

• Experience with Jira Service Desk
• Experience with Servicedesk
• Knowledge of Windows Server

Technologies

• Jira Service Desk
• Windows Server
• SNOW

Location and Schedule

• Scottsdale, AZ (onsite, 5 days onsite)
• Must work within a 24/7 shift model

Compensation

• USD 60,000 - 70,000 per year
• Actual compensation within the range depends on skills, experience, performance, and internal equity
• Posted range reflects the minimum and maximum salary target across US locations

Benefits

• Comprehensive Medical Plan covering medical, dental, and vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with company match
• Life Insurance
• Vacation Time, Sick Leave, and Paid Holidays
• Paid Paternity and Maternity Leave