IT-Service Desk Engineer

Job Summary

The IT Service Desk Engineer position is an important job position within the Sheakley IT team. This person will be part of the overall Sheakley Service Desk team whose purpose is to assist Sheakley Employees with their technology items. These technology items include, software applications, PC's, laptops, monitors, mobile devices, phones and other related items. A professional appearance and demeanor is required of the position.

At Sheakley, we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at Sheakley. Our Payroll Specialist team strives to exceed our client's expectations every day. With a company like Sheakley, continually staying in tune with the ever-changing market we strive to not only provide solutions but also add value and benefits those companies can measure.

Job Skills

The Service Desk Engineer is expected to quickly become familiar with the technologies and applications that are utilized by our Customers (Sheakley Employees). They are expected to be able to:

• Understand the core functioning of Windows OS Windows
• Be able to perform configuration of a Windows PC, including:
  • Understand the items in Control Panel and how to use them to configure or change the
  • Change IP Address, DNS and other network settings
  • Understand Wireless configuration
  • Perform Windows Updates
  • Printer configuration
  • Install applications and configure per specifications
• Understand what a computer BIOS is and how to alter and change it as
• Understand basic concepts of a Windows Domain as it relates to a user and computer
• Understand basic concepts of networking, shares, printers,
• Have good grasp of basic Windows PC troubleshooting methods, including troubleshooting:
  • Wireless
  • Network Connectivity Issues
  • Printer Issues
  • Application issues
• Understand Google Chrome, Edge and how to clear caches, validate certificates and help users manage issues with these
• Ability to research end user software and hardware issues through the use of search engines and provide solutions to end
• Effectively use:
  • Word
  • Excel
  • Outlook
• Ability to multi-task across multiple projects, issues and
• Customer service skills. Ability to handle and resolve issues for users with significantly varying levels of knowledge in regards to Technology, Computers and

Job Duties

The Service Desk Engineer position will help or assist with the following tasks. They may be asked to perform other related duties as well as needed and as their knowledge and skill levels increase.

• Asset Management. Record new assets, remove old assets and update current assets as the assets are moved, purchased, recycled and utilized.
• Create Purchase Orders for new assets, consumables and at the request of other members of the IT Team.
• Unpack, setup and install new pc's, printers, keyboards, mice, webcams and other IT
• Respond to customer
• Fix customer issues or refer to technical team for issues beyond position or skill
• Manage the Service Desk incidents and ensure they are responded to in timely manner and closed efficiently.
• Manage adherence to SLA's.
• Manage tickets assigned to senior technical staff to ensure they are aware of and responding to customer tickets in a timely manner. Follow up with them to get status
• Work with vendors to ensure warranty repairs are carried out, scheduled and worked on in an efficient manner.
• Manage delivery and receipt of equipment destined to offsite personnel, including delivery
• Help support remote users and work from home
• Validate speed test results for new employees and work from home
• Investigate customer issues, research solutions and engage more senior technical folks for
• Assist with Conference room equipment and customers use
• Write knowledgebase articles to help end users self troubleshoot common
• Document new processes, troubleshooting steps, application documentation in Confluence for self and other Service Desk
• Must be able to lift, move, load and unload boxes that can weigh up to 50lbs
• Fix printers / copiers in building and work with vendor to schedule repairs,
• Setup and assist with use of phones, Microsoft Teams and other collaboration applications

We offer employees a range of perks including but not limited to:

• Competitive Pay
• Health, dental, vision, and life insurance
• Contributions to your HSA bi-weekly: $1,100/annually for Individual, $2,200/annually for family
• Additional insurance options: Critical Illness, Long Term, Short Term Disability, Accidental Death and Dismemberment, Employee Assistance Program, Legal Shield
• 401(k) savings plan with company match after 1 year
• Continuous professional training and development
• 8 Paid Holidays
• Paid Vacation and PTO available
• Employee focused culture with appreciation events all year

Current Openings for IT Service Desk Engineer Jobs at DO NOT USE Sheakley Group, Inc DO NOT USE