Service Desk Engineer – Duluth

IT Service Desk Engineer / Level II:  For over 30 years, CW Technology has been delivering enterprise-quality IT management services that ensure our clients’ success. If you possess a passion for providing world-class customer service, strong diagnostic and problem-solving skills, and solid technical experience, we would like you to join our Service Desk Team.

Duties and Responsibilities:

  • Provide Tier I/II direct support to clients on a broad array of technologies including workstations, servers, and LAN/WAN network components
  • Troubleshoot and resolve complex PC, server, and network issues and support Microsoft core operating systems and business applications
  •  Answer support phone calls on a daily basis
  • Record progress and resolutions on client requests for service
  • Work collaboratively with peers and vendors to provide quick response, diagnosis, and resolution of client issues
  • Help provide mentoring and training to team members and serve as an escalation point for resolving client technical issues
  • Communicate effectively with clients on the status of tickets and resolutions
  • Create documentation for our Knowledge Base and Client Portal
  • Assist with special projects as assigned
  • Requires occasional evening and/or weekend work for both scheduled and on-call work
  • Occasional onsite work at client locations as required

Education, Skills and Experience:

  • Driven by a passion for providing World-Class Customer Service
  • Strong commitment to creating success for clients, co-workers and self
  • Able to thrive in a dynamic, fast paced environment where constant multitasking is the norm
  • Process driven with high attention to detail and excellent follow through skills
  • Exceptional troubleshooting skills and an aptitude for finding creative alternative solutions
  • Confident phone presence and exceptional customer service skills are a must
  • Excellent communication skills and the ability to explain complex technical solutions to clients and to co-workers
  • Good judgment, technical common sense, and solid problem solving skills
  • Strong work ethic with a desire to learn, grow, and develop new skills
  • 3 to 5 years of IT support experience
  • Associate or Bachelor’s degree or equivalent real world experience
  • Current technical certifications a plus
  • Proficiency with a broad array of technologies such as:  Microsoft Windows Server 2003/2008/2012, Active Directory, Group Policy, HyperV, VMWare, Exchange Server, Office 365, Remote Desktop Services, and LAN/WAN networking technologies
  • Proficiency in troubleshooting and configuring network firewalls and switches, such as SonicWall, WatchGuard, HP, and Cisco

We Offer:

  • Competitive wage
  • Comprehensive benefit package including PTO, Health Insurance, 401K match, and Life Insurance
  • Excellent community, culture, teams
  • Collaborative work environment
  • Opportunity for growth