Manageengine Servicedesk

Manageengine Servicedesk Support Jobs

3 jobs found

1mo ago

Service Desk Technician (Level 1)

United Flow Technologies Irving, TX

Irving, TX

1mo ago Closed

Full time Active Directory Application Support Cloud Platforms

This position is no longer accepting applications (closed Oct 18, 2026).

Job Description

United Flow Technologies is hiring a Level 1 Service Desk Technician to be the first point of contact for IT support across UFT and its operating companies. This 100% onsite role in Irving, TX supports users from the moment a request or issue enters the service desk through resolution. You will work with ManageEngine ServiceDesk Plus, established ITIL-aligned workflows, and Microsoft platforms including Microsoft Intune, Microsoft Entra ID, and the Microsoft 365 admin centers.

What you’ll do

Act as the primary intake point for IT support by answering inbound calls promptly and professionally.
Create, triage, categorize, and prioritize tickets in ManageEngine ServiceDesk Plus in line with service levels and incident/service request workflows.
Own assigned tickets end to end by driving resolution, providing proactive status updates, and closing tickets with complete resolution notes and accurate time entry.
Escalate to Tier 2 / Tier 3 with a complete diagnostic picture, including symptoms, troubleshooting performed, affected users, and business impact.
Distinguish between isolated issues and emerging systemic outages, escalating broad-impact events immediately with a clear scope assessment.
Support repeat issue reduction by contributing knowledge base articles and end-user guidance that promotes self-service.
Provide shift coverage to keep the service desk staffed across the full support window, including participation in scheduled after-hours or weekend support for planned maintenance and rollouts.
Handle user lifecycle tasks such as account creation, onboarding and offboarding, group and license assignment, password resets, and MFA registration and re-enrollment in Entra ID.
Investigate authentication failures, Conditional Access blocks, and MFA enrollment problems using Entra sign-in logs, escalating policy-level issues appropriately.
Enroll, configure, and remediate Windows endpoints, including Autopilot enrollment and Intune compliance/configuration troubleshooting; assist with application deployment and remote device actions in Intune.
Support Exchange Online (mailbox permissions, shared mailboxes, distribution groups, mail flow and quarantine review), plus Teams and SharePoint / OneDrive sync and permissions.
Support enrollment, compliance, and troubleshooting for corporate and BYOD mobile devices.
Diagnose common connectivity issues involving DNS, DHCP, IP addressing, VLANs, and wired/wireless access, including basic switch port verification.
Provide end-to-end support for remote access clients, including installation, authentication, certificate/profile issues, and connectivity troubleshooting.
Perform routine Active Directory tasks and support hybrid directory object synchronization to Entra ID.
Handle first-level Windows Server support such as file share and NTFS permissions, print services, and recognizing Group Policy-driven symptoms.
Support printers, scanners, peripherals, and conference room A/V at headquarters and remotely for operating company sites.
Use vendor support channels and internal documentation effectively, including knowing when an issue belongs with infrastructure, network, or security engineering.
Maintain accurate configuration and asset data, including hardware assignments, warranty, and lifecycle status.
Document repeatable procedures so solutions transfer across the service desk team.
Identify recurring ticket drivers and recommend automation, standardization, or self-service opportunities to the Director of IT Operations.
Support IT projects as assigned, including endpoint refresh and reimaging waves, identity and security rollouts, and acquisition integration work.

What you bring

2 to 4 years of hands-on service desk (call center environment), help desk, or desktop support experience, including work beyond password resets and basic Tier 1 request fulfillment.
Demonstrable experience administering Microsoft Intune, Microsoft Entra ID, and the Microsoft 365 admin centers.
Strong troubleshooting for Windows 10/11, including profile, driver, performance, update, and application issues.
Working knowledge of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, wireless, and VPN / remote access.
Experience working tickets in an enterprise ITSM platform, with accurate, timely, and complete documentation.
Excellent phone presence and the ability to explain technical concepts clearly and patiently to non-technical users.
Sound judgment on when to solve, research, or escalate; strong process discipline for independent work.
Ability to work 100% onsite, Monday through Friday, on either 7:00 AM–4:00 PM CST or 9:00 AM–6:00 PM CST as assigned.
High school diploma or GED required.
Exceptional interpersonal skills.
Physical ability to lift and move equipment up to 50 pounds, and to bend, kneel, or reach when installing or servicing hardware and workstations.

Tools you’ll use

ManageEngine ServiceDesk Plus (SDP), ITIL
Microsoft Intune, Microsoft Entra ID, Microsoft 365 admin centers
Entra sign-in logs, Conditional Access, Autopilot, MFA
Exchange Online, Teams, SharePoint, OneDrive, Active Directory
Group Policy, Windows 10/11, Windows Server
DNS, DHCP, TCP/IP, VLANs, VPN, remote access
PowerShell

Preferred qualifications

Associate or bachelor’s degree in Information Technology or a related field, or equivalent practical experience.
ManageEngine ServiceDesk Plus experience as a power user or administrator (request templates, workflow and SLA configuration, or reporting).
Familiarity with Fortinet switching or Zscaler Private Access.
Basic PowerShell scripting for bulk administration and reporting tasks.
Relevant certifications including Microsoft MD-102, SC-300, or MS-900; CompTIA A+ or Network+; ITIL v4 Foundation.
Experience supporting a multi-site, multi-company, or acquisition-driven environment with heterogeneous tooling and legacy systems.

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1mo ago

IT Help Desk Specialist

Maverick Payments The Woodlands, TX

The Woodlands, TX

1mo ago Closed

$29 - $34/hr Full time Active Directory Cloud Platforms Desktop Support

This position is no longer accepting applications (closed Sep 26, 2026).

Job Description

Support employees at a hybrid location in The Woodlands, TX by delivering advanced help desk troubleshooting, identity and security administration, and endpoint support.

Responsibilities

Set up and install new computing hardware, printers, and OS imaging for Windows and Mac.
Act as an escalation point for complex incidents from Helpdesk I/II analysts with advanced troubleshooting across Windows, macOS, mobile devices, networking, and enterprise applications.
Administer identity, access, and security configurations across Active Directory, Azure AD, and Microsoft 365 (including group policy adjustments, user provisioning, and mailbox management).
Use remote access tools such as ConnectWise and ManageEngine to support users and resolve incidents.
Maintain and improve the remote support infrastructure (ConnectWise, ManageEngine) including scripting automations, ticket workflow tuning, and performance insights.
Review recurring technical issues, identify root causes, and recommend permanent fixes or process improvements to improve reliability.
Lead small-to-medium IT projects (hardware refresh cycles, software rollouts, or departmental technology upgrades) in coordination with internal stakeholders.
Contribute to IT documentation by creating technical guides, SOPs, and knowledge base articles for Help Desk operations.
Support endpoint security compliance, including patching oversight, antivirus/EDR alert handling, and security configuration checks.
Provide high-touch support for business-critical users or departments with minimal downtime and proactive resolution.
Monitor and update the enterprise software approvals list based on feedback from senior IT personnel.
Provide phone and internet chat-based help desk support.
Repair and troubleshoot computer systems, mobile devices, and networking hardware on-site and after recovery.
Escalate resources to QA device repairs and software installations using custom evaluation frameworks.
Support specialized projects on an as-needed basis as directed by Department or Company leadership.
Perform other duties as assigned.

Requirements

High school diploma or equivalent.
3–4 years of progressive experience in IT support, systems administration, endpoint management, or similar technical roles.
Demonstrated proficiency with Active Directory, Azure AD, Microsoft 365, PowerShell fundamentals, and endpoint management tools (ManageEngine, Intune, MDT), plus Microsoft Office Suite.
Completed college coursework in an IT-related field or technical science.
Experience delivering advanced troubleshooting across hardware, OS, networking, and cloud services.
Strong understanding of security best practices, patching lifecycles, and enterprise support standards.

Technologies

Active Directory, Azure AD, Microsoft 365
PowerShell
ManageEngine, Intune, MDT
ConnectWise
Windows, macOS
Microsoft Office Suite, Group Policy
Mobile devices, Networking
Enterprise applications
Antivirus, EDR

Benefits

Competitive salary, bonuses, and incentives.
Employer sponsored health, vision, and dental insurance programs.
Paid time off, paid sick time, and paid holidays.
401K plan with up to a 4% matching contribution.
Commitment to career development and advancement.
Employee recognition programs and company sponsored events.
Office culture and team building, birthdays and work anniversaries, snacks, and more.

Preferred

Bachelor’s degree or higher in an IT-related field (computer science, technical support, information technology) or equivalent years of IT-related experience.
AA CompTIA A+ certification for computer technology.
Microsoft 365 or Microsoft Azure certifications (such as AZ-900 or similar).
Experience automating tasks via PowerShell or equivalent scripting languages.
Previous experience in a Tier II/Tier III support or specialist-level role.

Pay & Work Location

Location: The Woodlands, TX (hybrid)
Pay range: $29 to $34 per hour
Work schedule consideration: In-office and/or hybrid schedules considered for candidates near the Greater Houston area.

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2mo ago

IT Service Desk Queue Specialist

Cognizant Des Moines, IA

Des Moines, IA

2mo ago Closed

Full time Business Analytics Business Intelligence Computer Skills

This position is no longer accepting applications (closed Sep 17, 2026).

Job Description

This role operates within a large-scale Service Desk environment, responsible for governing ITSM ticket queue health, ensuring SLA compliance, and supporting ITIL-aligned incident and request processes. You will serve as an escalation point for queue operations and provide KPI-driven reporting to support service improvement decisions.

Queue Management and ITSM Governance

Monitor, manage, and govern Incident, Service Request, and Task queues within the ManageEngine ServiceDesk Plus ITSM platform.
Ensure tickets are properly categorized, prioritized, assigned, and routed according to defined support processes and service workflows.
Validate ticket quality by confirming accurate documentation, work notes, resolution details, categorization, and closure codes.
Administer queue configurations including assignment groups, business rules, categories, templates, workflows, and notification settings in ServiceDesk Plus.

SLA Compliance, Escalations, and Workflow Oversight

Proactively monitor queue health to identify aging tickets, backlog risks, unresolved incidents, and potential SLA breaches.
Conduct regular queue reviews and drive timely progression through all stages of the incident and request lifecycles.
Balance workload across Service Desk analysts and support teams to support optimal resource utilization.
Track and act on SLA compliance across all service desk queues and service categories, including proactive escalations and workload balancing to prevent SLA breaches.
Serve as the primary operational escalation point for ticket queue management issues.
Ensure escalations follow established ITIL Incident Management and Major Incident Management procedures.

Operational Reporting and KPI Tracking

Analyze operational metrics and service trends to identify improvement opportunities.
Track and report KPIs including: First Contact Resolution (FCR), Mean Time to Respond (MTTR), Mean Time to Resolve, SLA Compliance, Ticket Aging, Backlog Volumes, Reopened Tickets, Escalation Rates, and Queue Throughput.
Generate and distribute daily, weekly, and monthly operational reports and dashboards.
Support management reviews with detailed reporting and service insights.

Incident Collaboration, Major Incident Support, and RCA

Coordinate ticket resolution activities across Service Desk Teams, Infrastructure Support, Network Operations, Cybersecurity Teams, Application Support Groups, and Vendor Management Teams.
Expedite resolution of Priority 1 (P1) and Priority 2 (P2) incidents and business-critical requests.
Facilitate stakeholder communications during major incidents and service disruptions.
Participate in bridge calls and incident reviews for high-severity incidents.
Support Root Cause Analysis (RCA) activities and service restoration efforts.

ITIL Process Compliance, Audits, and Continuous Improvement

Ensure compliance with organizational ticket management standards, governance controls, and audit requirements.
Contribute to Continuous Service Improvement (CSI) programs and operational transformation initiatives.
Support Incident, Request, Problem, Knowledge, and Change Management processes.
Maintain documentation including standard operating procedures, workflow guides, and operational runbooks.
Participate in process audits, reviews, and compliance assessments.
Develop operational dashboards and executive reports using Excel, Power BI, and ServiceDesk Plus reporting capabilities.

Technology and Platform Responsibilities

Monitor and optimize ticket routing logic and workflow automation capabilities.
Support ITSM platform enhancements, process improvements, and automation initiatives.
Collaborate with ITSM administrators and platform owners to improve SLA Policies, Queue Structures, Workflow Automation, Reporting Frameworks, and Ticket Classification Models.
Leverage ServiceDesk Plus dashboards and analytics to improve operational visibility and service performance.
Assist in testing and deployment of new ServiceDesk Plus enhancements and upgrades.

Required Qualifications

Bachelor's Degree in Information Technology, Computer Science, Business Information Systems, or equivalent experience.
5-8+ years of experience supporting enterprise Service Desk and ITSM operations.
Minimum 3+ years hands-on experience managing ticket queues in ManageEngine ServiceDesk Plus or a similar ITSM platform.
Strong understanding of ITIL service management processes and operational governance.
Experience working in managed services, outsourcing, public-sector, or large enterprise environments.
Demonstrated experience managing SLA-driven support operations.
Strong analytical, troubleshooting, and problem-solving capabilities.
Excellent written, verbal, and stakeholder communication skills.

Preferred Skills

Experience supporting public-sector or government clients.
Experience in large-scale managed services environments supporting 5,000+ users.
Exposure to service automation and workflow orchestration initiatives.
Knowledge of ServiceNow, Jira Service Management, or other ITSM platforms.
Familiarity with PowerShell, scripting, or automation tools.
Experience with KPI reporting and executive-level dashboard development.

Tools and Technologies

ManageEngine ServiceDesk Plus
Excel
Power BI
ITIL
ServiceNow
Jira Service Management
PowerShell

Location and Work Model

Hybrid role in Des Moines, IA, USA.
Working arrangement requires 3 days per week at the client site in Des Moines, IA, USA.
Working arrangements are accurate as of the date of posting and may change based on project and business/client requirements.

Benefits

Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan

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Manageengine Servicedesk Support Jobs

Service Desk Technician (Level 1)

IT Help Desk Specialist

IT Service Desk Queue Specialist

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