Help Desk Engineer

Help Desk Engineer

About AlphaRidge

AlphaRidge is the technology provider of choice for highly regulated industries with strict compliance and up-time requirements. From healthcare systems and hedge funds to government agencies and international sports clubs, our subject matter experts are recognized for their security-first approach and unparalleled customer service.

We are seeking a highly motivated, detail-oriented self-starter to join our team and help elevate our services to the next level.

Role
As a Tier One Help Desk Engineer, you will be the first point of contact for client IT support requests. You will be responsible for triaging all incoming tickets, providing initial troubleshooting and resolution, and ensuring timely escalation of unresolved issues to the appropriate engineering team, in accordance with established SLAs. Your technical expertise and strong communication skills will ensure clients receive prompt and effective support.

Responsibilities

• Triage and prioritize all incoming support tickets:

o Assess each request, gather relevant information, and determine the appropriate course of action.
o Attempt first-call resolution for all tickets within your scope and document all actions taken.
o Monitor ticket queues to ensure all tickets are addressed within defined SLAs.
o For tickets not resolved within the SLA or requiring higher-level expertise, assign and escalate to the appropriate engineer or team, providing thorough documentation of troubleshooting steps taken and relevant context.

• Provide Level I support for:

o Windows and Mac desktops and laptops
o Windows Servers (2016, 2019, 2022)
o Remote Access (VPN)
o Email (Office 365)
o Printers
o Network (LAN/WAN/WLAN)
o Common business applications

• Document all client issues and time spent in the Autotask ticketing system.
• Perform supervised maintenance on server and network systems, including but not limited to:

o Windows Servers
o Firewalls
o Switches
o Access Points
o Assist with hardware and software recommendations, acquisition, installation, and maintenance.
o Create, maintain, and update documentation for client environments and procedures.
o Train end-users on hardware and software systems as needed.
o Deliver excellent customer service and maintain a professional demeanor in all client interactions.
Qualifications

• 2+ years of experience in desktop support
• CompTIA A+ and Network+ certifications preferred

Skills/Experience

• Experience as a single point of contact for all types of support requests
• Strong understanding of PC hardware and current supported Microsoft operating systems (Windows 10/11)
• Experience with managing user accounts via Active Directory
• Experience with administration and support of Office 365
• Experience with Microsoft Windows Server versions 2016, 2019, and 2022
• Network infrastructure support: routers, switches, and firewalls
• Prior experience in a Managed Service Provider (MSP) environment is required
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to work independently and as part of a team in a fast-paced environment
• MSP experience is a must