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Senior Service Desk Engineer

Crow Holdings

Position Summary

Crow Holdings seeks a diligent and highly competent professional to serve as the Senior Service Desk Engineer. This individual will be working within the Business Technology Service Desk team and will provide technical support to all business units. The ideal candidate is expected to be proficient with current systems and demonstrate the initiative to learn new technologies as they become available.

Primary Responsibilities

  • Provide Tier 1 and Tier 2 desktop/system remote support for users in other offices around the country
  • Deploy user computers
  • Install, configure and update operating systems
  • Configure and manage printers
  • Support Cisco desk phones, voicemail and mobile device connectivity
  • Install, configure and support various business applications, including antivirus and security
  • Log incidents and resolutions in the IT Service Management software
  • Provide great customer service and demonstrate professionalism when working with end-users

Desired Skills & Experience

  • Bachelor’s degree in computer science or related field or equivalent combination of education/experience. Microsoft and Technology Certifications are a strong plus.
  • 5+ years of experience with desktop and end user support
  • Advanced proficiency in MS Windows operating systems, including installation and configuration of hardware and software for laptops, desktops, and peripheral devices
  • Experience with the following technologies:
    • MS Windows 10 required
    • Applications: MS-Office (Recent Versions), Office 365, Adobe PDF
    • Active Directory: Computers and Users (User management & PW procedures)
    • Terminal Services/Remote Access: Citrix/MS-RDS
    • Antivirus
    • Remote assistance tools
    • Mobile Devices: iPhone/iPad/MS-Surface
  • Familiarity with network technologies a strong plus
  • Polished, professional presence with excellent communication skills
  • Accommodates changing priorities and manages expectations accordingly
  • Confidential, empathetic and diplomatic in all interactions; anticipates varying inquiries; demonstrates good instincts; flexible
  • Ability to support users in-person and remotely via phone and remote access
  • Strong customer service skills
  • Good documentation skills