Omega Systems Inc
Service Desk Engineer
Omega Systems Inc, Reading, Pennsylvania, United States, 19610
Job Details
LevelExperienced
Job LocationReading PA - West Lawn, PA
Salary Range$60,000.00 - $80,000.00 Salary/year
Job ShiftDay
Job CategoryInformation Technology
Description
Position:
Service Desk EngineerReports To:
Service Desk SupervisorDivision:
Service DeskFSLA:
ExemptOffice Designation:
In Office PreferredOffice Location:
Reading, PA, or Mount Holly, NJ
Join An Award-Winning Team!
Omega Systems is a nationally recognized technology solutions firm serving a growing number of businesses across the Northeast. We regularly seek talent willing to take on new challenges and innovative methodologies to accommodate our expanding footprint. If you are passionate about IT and eager to benefit from personal development, team-based collaborations, and abundant opportunities, consider joining the Omega Systems family and becoming part of our story.
Omega Systems Consultants Inc. is seeking to add a Full-Time Service Desk Engineer to join our growing team of technical support engineers. The Service Desk functions as first-line and escalation support to ensure the stable operation of the organization's Customer support and local office support services, including maintenance, troubleshooting applications, developing and testing solutions, documenting, resolving incidents, and bug fixes. The individual will also assist in maintaining a knowledge-based repository of common reported problems and resolutions to increase effectiveness and efficiency for Omega System's Service Desk operations.
Please Note:
This role requires an on-call rotation for night and weekend support.
Functional Responsibility and Task Statements:Provide 2nd tier support through desk-side, remote, and local office support servicesWatch for repeat tickets to find trending issues.Work directly with the Technical Account Manager on their customer's escalated issues.Create new knowledge base articles to increase the rate of first-line resolutionFollow documented processes for incident management and request fulfillmentProvide guidance and direction for escalated service issuesDemonstrates dedication to customer service and ability to assess risks quicklyAnalyse and document software requirementsLeadership and People Responsibilities:
Work with other colleagues within Omega Systems teams to deliver an effective Customer support service offeringHelp ensure Customer support services teams are focused on achieving results using all resources available from initiation to resolutionEnsure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of Omega Systems' Customer support teams both externally and internallyTechnical Responsibility and Task Statements:
Provide timely resolution to technical support issues while following company standardsProperly log, prioritize, assign, track, and respond to incidents and requests promptlyIdentify and resolve incidents within agreed SLAs, policies, and proceduresDevelop new support documentation of solutions that are used by Customer support servicesMonitor incident trends and identify recurring incidents for resolutionEnsure that all relevant incidents are linked to an appropriate problemDocument and test new solutions for Omega Systems to use and implement in customer environments for problem resolution.Perform root cause analysis as needed for problems, working closely with other Omega Systems support teamsInstall and maintain desktop hardware and software, provide PC hardware troubleshooting/repairUse advanced tools/technical knowledge to remediate Customer problems and conduct scheduled installsAnalyze desktop usage and computer peripheralsAnalyze, troubleshoot, correct, and document defects in existing software systemsResponsible for installation, testing, troubleshooting, and repair of workstationsResponsible for installation and configuration of workstation softwareComplete PC installation, maintenance, e-mail administration, and disk capacity monitoringProvide accurate estimates for and track data on time spent adding new features and fixing defectsEnsure technical documentation is created and testedIncumbent(s) in this position may be required to perform other duties and special assignments not explicitly stated.
Environmental : The job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, etc.
Travel Requirements : Minimal travel is required for this position.
Desired Qualifications and Skills:
Required
5+ years of information technology experience supporting inbound Customer requests or issue resolutionHigh school DiplomaExperience with ConnectWise Manage software or similar ticketing systemStrong working knowledge of desktop and server operating systems (Windows, Linux, Unix, etc.)Proficiency with Microsoft operating systems, Microsoft Office Suite Outlook, Word, Excel, and PowerPoint), and Microsoft desktop applicationsExperience with Active Directory account creation, password resets, group membership changes, distribution groups, and other AD functionsExperience supporting VPN clients and VPN AdministrationExperience in supporting LAN/WAN network infrastructureExperience supporting applications running in an RDS or Citrix environmentStrong working knowledge of Office 365 user and mail administrationProficiency with NTFS file permissionsExperience with internal and external DNS administrationExperience with creating, changing, and troubleshooting Group PoliciesExperience with VMWare and/or HyperVExcellent listening, questioning, and customer service skillsStrong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learnedAbility to maintain composure, tact, and effectiveness under stressful conditionsAbility to organize information, efficiently manage time, and balance multiple prioritiesStrong verbal and written communication skills, particularly an ability to relay technical concepts to a business audiencePreferred
Bachelor's degree in Information Technology, Computer Science, Engineering or a related fieldMS in Computer Science or Information ManagementBenefits
Heath InsuranceDental InsuranceVision401(K) plus employer matchLife Insurance & Accidental Death and DismembermentEmployee Assistance ProgramAdditional ancillary benefits to select fromPaid Time Off, Paid Company Holidays, Floating Holiday and your Birthday is a Holiday
EEO STATEMENTThe Company's policy provides equal employment opportunities for all applicants and employees. Omega Systems provides equal employment opportunities to all qualified individuals without regard to actual or perceived race including hair texture and natural hair styles), color, religion, religious creed (including religious dress and religious grooming practices), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity (including transgender identity, status and transitioning), gender expression and sex stereotyping, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information (including genetic information), family care or medical leave status, military caregiver status, military status, veteran status, marital status, domestic partner status, sexual orientation, status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, engaging in protected communications regarding employee wages, requesting a reasonable accommodation on the basis of disability or bona fide religious belief or practice, or any other basis protected by local, state, or federal laws. Applicants, as well as employees who are or have become disabled, must be able to perform the essential job functions with or without reasonable accommodation. The Company shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.
LevelExperienced
Job LocationReading PA - West Lawn, PA
Salary Range$60,000.00 - $80,000.00 Salary/year
Job ShiftDay
Job CategoryInformation Technology
Description
Position:
Service Desk EngineerReports To:
Service Desk SupervisorDivision:
Service DeskFSLA:
ExemptOffice Designation:
In Office PreferredOffice Location:
Reading, PA, or Mount Holly, NJ
Join An Award-Winning Team!
Omega Systems is a nationally recognized technology solutions firm serving a growing number of businesses across the Northeast. We regularly seek talent willing to take on new challenges and innovative methodologies to accommodate our expanding footprint. If you are passionate about IT and eager to benefit from personal development, team-based collaborations, and abundant opportunities, consider joining the Omega Systems family and becoming part of our story.
Omega Systems Consultants Inc. is seeking to add a Full-Time Service Desk Engineer to join our growing team of technical support engineers. The Service Desk functions as first-line and escalation support to ensure the stable operation of the organization's Customer support and local office support services, including maintenance, troubleshooting applications, developing and testing solutions, documenting, resolving incidents, and bug fixes. The individual will also assist in maintaining a knowledge-based repository of common reported problems and resolutions to increase effectiveness and efficiency for Omega System's Service Desk operations.
Please Note:
This role requires an on-call rotation for night and weekend support.
Functional Responsibility and Task Statements:Provide 2nd tier support through desk-side, remote, and local office support servicesWatch for repeat tickets to find trending issues.Work directly with the Technical Account Manager on their customer's escalated issues.Create new knowledge base articles to increase the rate of first-line resolutionFollow documented processes for incident management and request fulfillmentProvide guidance and direction for escalated service issuesDemonstrates dedication to customer service and ability to assess risks quicklyAnalyse and document software requirementsLeadership and People Responsibilities:
Work with other colleagues within Omega Systems teams to deliver an effective Customer support service offeringHelp ensure Customer support services teams are focused on achieving results using all resources available from initiation to resolutionEnsure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of Omega Systems' Customer support teams both externally and internallyTechnical Responsibility and Task Statements:
Provide timely resolution to technical support issues while following company standardsProperly log, prioritize, assign, track, and respond to incidents and requests promptlyIdentify and resolve incidents within agreed SLAs, policies, and proceduresDevelop new support documentation of solutions that are used by Customer support servicesMonitor incident trends and identify recurring incidents for resolutionEnsure that all relevant incidents are linked to an appropriate problemDocument and test new solutions for Omega Systems to use and implement in customer environments for problem resolution.Perform root cause analysis as needed for problems, working closely with other Omega Systems support teamsInstall and maintain desktop hardware and software, provide PC hardware troubleshooting/repairUse advanced tools/technical knowledge to remediate Customer problems and conduct scheduled installsAnalyze desktop usage and computer peripheralsAnalyze, troubleshoot, correct, and document defects in existing software systemsResponsible for installation, testing, troubleshooting, and repair of workstationsResponsible for installation and configuration of workstation softwareComplete PC installation, maintenance, e-mail administration, and disk capacity monitoringProvide accurate estimates for and track data on time spent adding new features and fixing defectsEnsure technical documentation is created and testedIncumbent(s) in this position may be required to perform other duties and special assignments not explicitly stated.
Environmental : The job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, etc.
Travel Requirements : Minimal travel is required for this position.
Desired Qualifications and Skills:
Required
5+ years of information technology experience supporting inbound Customer requests or issue resolutionHigh school DiplomaExperience with ConnectWise Manage software or similar ticketing systemStrong working knowledge of desktop and server operating systems (Windows, Linux, Unix, etc.)Proficiency with Microsoft operating systems, Microsoft Office Suite Outlook, Word, Excel, and PowerPoint), and Microsoft desktop applicationsExperience with Active Directory account creation, password resets, group membership changes, distribution groups, and other AD functionsExperience supporting VPN clients and VPN AdministrationExperience in supporting LAN/WAN network infrastructureExperience supporting applications running in an RDS or Citrix environmentStrong working knowledge of Office 365 user and mail administrationProficiency with NTFS file permissionsExperience with internal and external DNS administrationExperience with creating, changing, and troubleshooting Group PoliciesExperience with VMWare and/or HyperVExcellent listening, questioning, and customer service skillsStrong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learnedAbility to maintain composure, tact, and effectiveness under stressful conditionsAbility to organize information, efficiently manage time, and balance multiple prioritiesStrong verbal and written communication skills, particularly an ability to relay technical concepts to a business audiencePreferred
Bachelor's degree in Information Technology, Computer Science, Engineering or a related fieldMS in Computer Science or Information ManagementBenefits
Heath InsuranceDental InsuranceVision401(K) plus employer matchLife Insurance & Accidental Death and DismembermentEmployee Assistance ProgramAdditional ancillary benefits to select fromPaid Time Off, Paid Company Holidays, Floating Holiday and your Birthday is a Holiday
EEO STATEMENTThe Company's policy provides equal employment opportunities for all applicants and employees. Omega Systems provides equal employment opportunities to all qualified individuals without regard to actual or perceived race including hair texture and natural hair styles), color, religion, religious creed (including religious dress and religious grooming practices), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity (including transgender identity, status and transitioning), gender expression and sex stereotyping, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information (including genetic information), family care or medical leave status, military caregiver status, military status, veteran status, marital status, domestic partner status, sexual orientation, status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, engaging in protected communications regarding employee wages, requesting a reasonable accommodation on the basis of disability or bona fide religious belief or practice, or any other basis protected by local, state, or federal laws. Applicants, as well as employees who are or have become disabled, must be able to perform the essential job functions with or without reasonable accommodation. The Company shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.