Service Desk Engineer Support Jobs

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Service Desk Engineer

GRAY, Inc Lexington, KY

Lexington, KY

Today

Full time Application Support Azure Ad / Entra Id End User Support

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Job Description

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.

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