Help Desk Analyst

eNGINE builds Technical Teams. We are a Solutions and Placement firm shaped by decades of interaction with Technical professionals. Our inspiration is continuous learning and engagement with the markets we serve, the talent we represent, and the teams we build. Our Consulting Workforce is encouraged to enjoy career fulfillment in the form of challenging projects, schedule flexibility, and paid training/certifications. Successful outcomes start and finish with eNGINE.

eNGINE is hiring a Service Desk Analyst I to support a well-known higher education client.

This is a great opportunity for someone early in their IT career who enjoys helping people, solving problems, and working in a fast-paced support environment.

What you’ll be doing:

• Provide first-level technical support via phone, email, chat, and walk-ins
• Troubleshoot issues across accounts, networks, devices, and applications
• Resolve user issues on first contact whenever possible
• Track and manage tickets through resolution using ITSM tools
• Support Office365, email, VPN, Active Directory, and end-user devices
• Assist with technology retail support (helping users with purchases and setup)
• Create self-help documentation and support materials
• Collaborate with team members and help mentor student staff
• Participate in on-call rotation and support peak periods (evenings/weekends as needed)

What we’re looking for:

• 1+ year of hands-on IT support experience
• Strong troubleshooting skills with:
• Windows OS
• VPN
• Mobile devices & laptops/desktops
• LAN/WAN
• Active Directory
• Office365
• Video conferencing tools
• Experience with ITSM/ticketing systems and remote support tools
• Strong communication and customer service skills
• Ability to multitask and prioritize in a fast-paced environment
• Team-oriented but able to work independently

Nice to have:

• Associate’s degree (or equivalent experience)
• HDI certification or similar