Service Desk Engineer

GRAYS, Inc is seeking a Service Desk Engineer to support the Technology Services team in Lexington, KY with onsite coverage. You will be part of a team that delivers advanced technical support, improves how support is handled, and helps drive reliable IT operations for endpoints, identity, networking, and collaboration services.

What you’ll do

• Provide advanced technical support and act as an escalation point for complex incidents.
• Resolve escalated and complex issues across endpoints, applications, identity and access, networking, and collaboration services.
• Use logs, administrative consoles, remote support tools, and diagnostic utilities to isolate and fix technical problems.
• Administer assigned enterprise platform functions within delegated permissions and change-control requirements.
• Diagnose problems involving device deployment, enrollment, patching, encryption, policy, software distribution, and compliance.
• Troubleshoot complex provisioning and access issues, including group membership, synchronization, MFA, and authentication.
• Identify recurring incidents, perform initial root-cause analysis, document workarounds, and coordinate corrective actions.
• Develop and maintain approved scripts, automations, ticket workflows, technical procedures, and knowledge articles.
• Mentor Associate engineers with technical demonstrations and troubleshooting guidance.
• Support upgrades, migrations, office deployments, application rollouts, testing, change validation, and hypercare.
• Coordinate with infrastructure, network, security, application, and vendor teams during priority incidents and projects.

Requirements

• Preferred: bachelor’s or technical/associate degree in a computer field; or minimum 1 year related experience and/or training.
• Any formal Microsoft, Cisco, Symantec, CompTIA, or other industry certifications are a plus.
• Knowledge of Microsoft Windows 10.
• Knowledge of Microsoft Office 365 and OneDrive.
• Knowledge of virtual conferencing solutions, with Cisco WebEx preferred.
• Knowledge of iOS mobile devices.
• Audio/Video solutions knowledge and setup is a plus.
• Knowledge of current antivirus/antimalware/antispyware security software.
• Highly desired: experience with imaging software.
• Excellent communication skills.
• Must be physically present in the Lexington office.
• Typically 1-5+ years of progressive service desk, desktop support, systems support, or related experience.
• Strong troubleshooting across Windows, Microsoft 365, identity, endpoint management, networking, and collaboration platforms.
• Working administrative experience with platforms such as Microsoft Entra ID, Active Directory, Exchange Online, Teams, OneDrive, or endpoint management tools.
• Basic scripting or automation capability, preferably PowerShell.
• Working knowledge of incident, request, problem, change, and knowledge management practices.
• Strong communication, documentation, coordination, and peer coaching skills.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• This position has no supervisory responsibilities.

Work environment and physical demands

• Frequently required to stand, walk, sit, use hands, reach, and talk or hear.
• Occasionally required to climb or balance, stoop, kneel, or crouch.
• Must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required include close vision.
• Generally a normal office environment with moderate noise and controlled temperature/humidity.
• Overtime may be required.