Spinnaker Search Group LLC Looking for Desktop Support Engineer at Plymouth Meeting, PA Full Time

An IT Solutions and Managed Service Provider based in the Philadelphia Area is looking to grow its IT Service Desk team by adding a Desktop Support Engineer.   This company has been a regional leader with global support capabilities to manage its clients’ complex IT infrastructures.  They have been named a CRN Triple Crown Winner, made the list for Deloitte Technology Fast50 and INC 5000, and named as one of the Best Places to Work in Philadelphia for the last 10 years!    

This will be a contract-to-hire position (6 months or less to hire) and is a hybrid on-site position based in the western suburbs of Philadelphia.  Although the NOC is 7 am to 7 pm, the core working hours for this position will be 8:30 am to 5 pm and 40 hours per week.  

The Role You’ll Play

As a Desktop Support Engineer, you will be a critical component of the 24/7/365 Service Desk, supporting its client base nationwide (and globally).  You will work alongside a small 8-person team of support engineers from Tier 1 up to Tier 3 to provide comprehensive technical support and guidance to a dedicated client base.  As the first point of contact, you will be responsible for getting to know the clients’ environments, key personnel, and processes/procedures in order to provide a higher level of efficiency and customer satisfaction.  

• Log incidents and requests into the ITSM platform (Autotask).
• Provide telephone, remote and email support to customers.
• Ensure that support requests including application specific and others that cannot be resolved within 20 minutes (maximum) are properly routed to Senior Service Desk Engineers or external resources as needed.
• Perform configuration and troubleshooting of Windows 10/11, Windows Server, DNS, DHCP, VPN Clients, Group Policy, Folder Permissions, Firewalls, Printers, Printer Servers, Office 365, Macs, workstation and network connectivity issues, and Exchange Server.
• Provide technical support for Microsoft Office Applications and Office 365
• Create and remove user accounts (Active Directory and other systems) according to predefined templates or procedures
• Maintain computer inventory and facilitate ordering of additional equipment when inventory is running low
• Image laptops for new/existing users
• Facilitate repairs with equipment vendors
• Perform Disaster Recovery testing on Infrastructure

Background Profile: 

• A Bachelor’s degree in Information Systems, Engineering, or related field and 2+ years of related experience in Desktop Support, Help Desk, or IT Support.  Or equivalent combination of experience and education.
• Hands-on experience with the following technologies: Windows Desktop Platforms (10, 11), Windows Server, Exchange Server, Small Business Server, Active Directory, Firewalls, DNS, DHCP, VMWare, Office 365, Mac, Microsoft Office Applications. Experience with Linux is a plus
• Mobile Device Management (MDM) experience (Intune preferred)
• Strong customer service skills
• Ability to work independently and in a team environment
• Strong verbal and written communication skills

Preferred Certifications:

• CompTIA: A+, Network +
• ITIL
• Microsoft: MTA, MCSA-Office365, MCSA-Windows Server 2019, MCSE-Service Infrastructure