OMEGA SYSTEMS JOB DESCRIPTION

Position: Service Desk Engineer
Reports To: Service Desk Supervisor
Division: Service Desk
FSLA: Exempt
Office Designation: In Office
Office Location: Stamford, CT 

This position is responsible for support of OMEGASYSTEMS Customers and employees working from OMEGASYSTEMS offices as well as Customer locations and remote locations. Support includes, but is not limited to, developing solutions and documentation of solutions and providing server, network, desktop, printer and telephony services while sustaining high customer satisfaction. 

The Service Desk functions as first line and escalation support to ensure the stable operation of the organization’s Customer support as well as local office support services, including maintenance, troubleshooting applications, developing and testing solutions, documenting, resolving incidents and bug fixes. The individual will also assist in the maintenance of knowledge-based repository of common reported problems and resolutions to further increase effectiveness and efficiency for OMEGASYSTEMS Service Desk operations.

Functional Responsibility and Task Statements

• Provide 2^nd tier support through desk-side, remote, and local office support services
• Watch for repeat tickets to find trending issues.
• Work directly with Technical Account Manager on their customer’s escalated issues.
• Create new knowledge base articles to increase the rate of first line resolution
• Follow documented processes for incident management and request fulfilment
• Provide guidance and direction for escalated service issues
• Demonstrates dedication to customer service and able to quickly assess risks
• Analyze and document software requirements

Leadership and People Responsibilities

• Work with other colleagues within OMEGASYSTEMS teams to deliver an effective Customer support service offering
• Help ensure Customer support services teams are focused on achieving results using all resources available from initiation to resolution
• Ensure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of OMEGASYSTEMS Customer support teams both externally and internally

Technical Responsibility and Task Statements

• Provide timely, resolution to technical support issues while following company standards
• Properly log, prioritize, assign, track and respond to incidents and requests in a timely manner
• Identify and resolve incidents within agreed SLAs, policies and procedures
• Develop new support documentation of solutions that are used by Customer support services
• Monitor incident trends and identify recurring incidents for resolution
• Ensure that all relevant incidents are linked to an appropriate problem
• Document and Test new solutions for OMEGASYSTEMS to use and implement in customer environments for problem resolution.
• Perform root cause analysis as needed for problems; working closely with other OMEGASYSTEMS support teams
• Install and maintain desktop hardware and software, provide PC hardware troubleshooting/repair
• Use advanced tools/technical knowledge to remediate Customer problems and conduct scheduled installs
• Analyze desktop usage and computer peripherals
• Analyze, troubleshoot, correct, and document defects in existing software systems
• Responsible for installation, testing, troubleshooting and repair of workstations
• Responsible for installation and configuration of workstation software
• Complete PC installation, maintenance, e-mail administration, and disk capacity monitoring
• Provide accurate estimates for and track data on time spent adding new features and fixing defects
• Ensure technical documentation is created and tested

Incumbent(s) in this position may be required to perform other duties and special assignments not specifically 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 information technology experience supporting inbound Customer requests or issue resolution
• High school Diploma
• Experience with ConnectWise Manage software or similar ticketing system
• Strong 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 applications
• Experience with Active Directory account creation, password resets, group membership changes, distribution groups and other AD functions 
• Experience supporting VPN clients and VPN Administration 
• Experience support  LAN/WAN network infrastructure
• Experience supporting applications running in an RDS or Citrix environment
• Strong working knowledge of Office 365 user and mail administration
• Proficiency with NTFS file permissions
• Experience with internal and external DNS administration
• Experience with creating, changing and troubleshooting Group Policies
• Experience with VMWare and/or HyperV
• Excellent listening, questioning, and customer service skills
• Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned
• Ability to maintain composure, tact and effectiveness under stressful conditions
• Ability to organize information, efficiently manage time and balance multiple priorities
• Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience

Preferred

• Bachelor’s degree in Information Technology, Computer Science, Engineering or related field
• MS in Computer Science or Information Management

EEO STATEMENT
It is the Company's policy to provide equal employment opportunity 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 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.