IT Service Desk Engineer

Sky System Inc

Newington, CT

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Antivirus, Asset Management Software, Atlassian JIRA, Best Practices, Communication Skills, CompTIA - Computing Technology Industry Association, CompTIA A+, CompTIA Network+, Computer Science, Cross-Functional, Customer Satisfaction, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop PC, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Inventory Management, Laptop PC, Mac Operating System, Maintenance Services, Microsoft Active Directory, Microsoft Windows Operating System, Microsoft Windows System Administration, Mobile Devices, Network Connectivity, Network System Software, On Site Support, Onboarding, Peripheral Hardware, Printers, Process Improvement, Quality Management, Resolve Customer Issues, Service Level Agreement (SLA), ServiceNow, Software Administration, Software Licenses, Software Patches, Systems Administration/Management, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support, User Account Administration

LOCATION

Newington, CT

POSTED

30+ days ago

Job Description: Job Description: The IT Service Desk Technician is responsible for providing technical support and troubleshooting assistance to end-users across hardware, software, and network systems. This role involves managing and resolving incidents, service requests, and system alerts through ticketing tools while ensuring minimal downtime and high user satisfaction. The technician collaborates with cross-functional IT teams to maintain service quality, implement best practices, and support IT infrastructure improvements. Key Responsibilities: Provide L1/L2 technical support for desktops, laptops, mobile devices, and peripherals. Troubleshoot hardware, software, network connectivity, and printer issues via remote and onsite support. Manage and resolve tickets within defined SLA timelines using ITSM tools (e.g., ServiceNow, Jira, Freshservice). Install, configure, and maintain Windows, macOS, and Office 365 applications. Support Active Directory and Microsoft 365 administration, including user account creation, password resets, and access management. Assist in endpoint management, patching, and antivirus/EDR monitoring. Document incidents, solutions, and recurring issues to improve service processes. Escalate complex issues to higher-level support teams and coordinate with vendors when necessary. Contribute to asset management, software licensing, and IT inventory control. Participate in IT onboarding/offboarding processes, including system setup and equipment deployment. Required Skills & Qualifications: Bachelor's degree in Computer Science, Information Technology, or related field. 25 years of hands-on experience in IT support or service desk roles. Strong knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking (TCP/IP, DNS, DHCP). Familiarity with ITSM tools (ServiceNow, Freshservice, ManageEngine, etc.). Excellent communication, problem-solving, and customer service skills. Certifications such as CompTIA A+, Network+, or ITIL Foundation are preferred.

About the Company

Sky System Inc

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