Service Desk Technician

About the Role

We’re looking for a high agency Service Desk Technician ready to make an immediate impact. This role is vital for providing exceptional technical support, both in-office and remotely, ensuring our team can operate efficiently and effectively. 

This role requires in-office presence; applicants must currently reside in the designated geographic locations (hybrid in our Tempe, Arizona office).

Your Mission

As part of the Engine team, you’ll play a vital role in an environment where innovation meets collaboration. Here’s what you’ll take charge of:

• Incident and Request Fulfillment: Responsible for managing tickets according to target SLAs and KPIs, ensuring the best possible service for our business partners while maximizing uptime on systems.
• Technical Support and Consultation: Acts as a trusted advisor to our internal business partners, providing technical support for laptops, printers, conference rooms, office networks and applications.
• User and Asset Management: Assists with onboarding and off-boarding of users, leading new hire classes and ensuring on-time delivery of hardware and access.
• Collaboration & Business Tools: Go-to resource for questions on key systems such as Google, Zoom, Slack, and more.  
• Documentation: Responsible for ensuring Engine’s Knowledge Base is current and relevant, providing expertly crafted self-service documentation and internal troubleshooting guides.

What You’ll Bring to Engine

We are much more interested in the mindset than years of experience, but ideally, we’re looking for:

• Experience: 2-4 years of experience in technical support within an enterprise setting. Familiarity with macOS and Windows operating systems, Google Workspace, Okta, and Slack platforms. Ideally someone that has used JIRA Service Management effectively before.
• Service Oriented: Focused on providing exceptional support, empowering colleagues through technology, and building strong partnerships to drive shared success.
• Highly Analytical: You have a knack for troubleshooting and analyzing problems. You also are highly organized, meticulously detailed and an excellent written and verbal communicator. 
• Tech Stack Extra Credit: Bonus points if you have experience in Okta, Jamf/Intune and Meraki networking.
• Mindset: You’re ready to roll up your sleeves, collaborate, and deliver results that matter.