Service Desk Engineer

This position serves as a frontline technical resource, resolving issues efficiently while coordinating with internal teams and external vendors when escalations are required. In this role, you will troubleshoot hardware, software, and connectivity issues, maintain accurate documentation, and contribute to continuous improvement efforts within the service desk function.

IT Service Desk Engineer
Location: Atlanta, GA

Role Summary
The IT Service Desk Engineer plays a key role in ensuring stable, responsive IT support for end users across multiple locations. This position serves as a frontline technical resource, resolving issues efficiently while coordinating with internal teams and external vendors when escalations are required.

In this role, you will troubleshoot hardware, software, and connectivity issues, maintain accurate documentation, and contribute to continuous improvement efforts within the service desk function. Your work will directly support business productivity and user satisfaction while reinforcing operational standards and best practices.
Key Responsibilities

• Diagnose and resolve hardware, software, and system issues through Tier 1 support and coordinated escalation
• Provide support for connectivity issues including Ethernet, TCP/IP, DNS, VPNs, and wireless access
• Install, configure, and support desktops, laptops, printers, mobile devices, and related peripherals
• Assist with administration and support of Windows environments, Active Directory, Office 365, Azure, Intune, and Exchange
• Maintain accurate ITSM ticket documentation and update knowledge base articles as needed
• Collaborate with infrastructure, engineering, and vendor partners to resolve complex issues
• Identify recurring issues and recommend process or technical improvements
• Support IT field projects, equipment deployments, and on-site technical needs as required

Key Requirements

• 2+ years of experience in a service desk, help desk, or technical support role supporting end users
• Hands-on experience with Windows 10/11, Windows and Mac environments, and Microsoft Active Directory
• Working knowledge of Microsoft Office 365, Azure, and Intune
• Familiarity with ITSM/ticketing systems and standard incident management processes
• Exposure to server infrastructure, printers, scanners, and mobile devices (iOS/Android)
• Strong troubleshooting, documentation, and organizational skills
• Excellent communication skills with the ability to support both technical and non-technical users

Additional Requirements

• Availability for occasional after-hours support
• Ability to lift and move IT equipment (approximately 5–15 lbs.)
• Valid driver’s license and willingness to travel up to 20%