Job Description

Job Description

Primary Purpose:

The IT Service Desk Engineer role is accountable for supporting and resolving technical issues involving hardware, software, or cloud-based applications. This role will manage the relationships with clients (advisors and employees) by becoming a trusted resource by effectively communicating technical and non-technical topics with all levels of the organization.

Key Responsibilities and Essential Functions:

• Be the first line of support, respond to phone calls, emails, and client requests for technical support including but not limited to hardware, software, and cloud-based issues.
• Triage, identify, research, and resolve technical problems on the delivery, configuration, maintenance, and troubleshooting of computer systems, ensure timely resolution and follow-up.
• Use feedback from clients to improve problem solving techniques and identify ways to improve efficiency in processes and procedures.
• Perform remote troubleshooting through diagnostic techniques and asking pertinent questions.
• Prioritize ticket que efficiently and communicate updates to clients.
• Document technical issues and client interactions within ticketing system.
• Create knowledge base articles for common or complicated issues.
• Train users in the proper use of hardware and software.
• Familiarity with MS Teams Voice, Office 365 products, Azure, and new PC set-up requests.
• Assist with conference room equipment setup and other business needs.
• Other special projects and duties as assigned within functional/knowledge area.

Job Specifications:

• Bachelor’s degree in information technology, computer science, computer information systems, or equivalent experience, preferred.
• 1-3 years of IT Help Desk experience, preferred.
• IT related certifications (A+, ITIL, Microsoft Fundamentals, etc.), preferred.
• Knowledge of computer programs including current Microsoft Operating Systems and Microsoft Office products, required.
• Ability to learn and implement new technologies.
• Ability to collaborate across all levels of an organization. Personable, approachable with a positive attitude in providing service excellence.
• Strong technical communication skills with ability to be client-facing with good business acumen. Active listener.
• Ability to handle pressure and demanding situations with resourcefulness, tact, and confidence.
• Ability to work independently with effective time management, organization, and problem-solving skills.
• Ability to manage multiple priorities and projects; prioritize, triage, and resolve conflict effectively.
• Ability to maintain confidentiality, exercise discretion, make solid judgements and act with integrity, professionalism and empathy.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar.

At AdvisorNet, we believe in supporting our employees both professionally and personally by offering a comprehensive and competitive total benefits package. Our financial and health benefits include a robust BlueCross BlueShield health plan, dental and vision coverage, short- and long-term disability, basic life and AD&D insurance, as well as options for supplemental life and AD&D. We also offer a 401(k) and profit sharing plan with company match, generous paid time off (PTO), and access to an Employee Assistance Program (EAP). Beyond traditional benefits, we prioritize flexibility and employee wellness with work-from-home Wednesdays and 12 additional work from home days each calendar year. Our newly remodeled resimercial office space features a breakfast café, with healthy fruit and snacks, cold brew and cappuccino bar, and a wellness room, with easy access to walking trails, restaurants, and shopping. Employees also enjoy access to an on-site gym and opportunities for continued education, licensing, and professional designations.

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