Description

Impact is hiring Service Desk Engineers for our Nationally ranked Best and Brightest Workplace! 

 

Impact is a leading national managed services provider, specializing in: IT & Cloud, Cybersecurity,  Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support –with a driving focus to bring enterprise-level resources to the SMB and midmarket. We are committed to customer-centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth. Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do. Founded in 1999, Impact proudly remains privately-held and locally-owned, employing 900+ experts across 23 US locations. Recognized for rapid growth and innovation, Impact has seen a 27% annual growth rate, and championed a vibrant, employee-focused culture.

 

Overview

Service Desk Engineers will be utilized in many different capacities to ensure proper management and support of our Managed IT clients' networks. Service Desk Engineers will act as Tier 2 and 3 escalation resources for operational IT issues that can be diagnosed and troubleshot, remotely. Service Desk Engineers provide remote troubleshooting for Impact customers and escalate to field teams, when necessary. We strive to keep Impact clients' networks secure and running optimally.  The Service Desk is based out of the Unified Support Operations center on Impact's corporate campus and provides 100% in-house, technical support for clients. 

Impact's Unified Support Service Desk provides 24/7/365 client support.  

 

Impact Timeline Video – 2024

 

Responsibilities

 

Technical

Pro-actively monitor client networks with a focus on resolving issues before they affect client operations Provide Tier 2-3 company and end-user IT support escalated by tier 1 AnalystsIdentify, document, and troubleshoot user computing issues to resolution and maintain customer satisfaction  Identify user problems and work within a structured problem management and resolution process to maintain customer satisfaction Work with Impact field engineering resources and vendors to deliver effective escalated support and management services

Documentation and reporting

On-time documentation of issues within Impact's proprietary ticketing systemRun historical reports to identify reoccurring service disruptionsDocument problem resolution and processesAssist with on-boarding of new clients and usersRun diagnostic applications to resolve problems

General

Participate in ongoing training and attainment of manufacturer certificationsDevelop and maintain relationships with customers and engineers that further develop our company's positive reputation through exceptional customer service

What We Are Looking For

 

Required Skills and Experience 

Windows Server 2012-2022 AdministrationActive Directory management and maintenance DNS, DHCP, VPN and foundational networking and connectivity conceptsAbility to manage user accounts, licenses, and permissions through O365 admin portalFundamental troubleshooting of Office 365 applications and servicesStrong IT diagnostic abilities Strong written and verbal communication skills Working experience as a NOC Technician, NOC Engineer, IT Support Engineer, Network Support Engineer, Systems Administrator, Network Administrator, IT Administrator, IT Specialist, Network Technician, Service Desk Engineer, Service Desk Analyst, etc. 

Valued Skills and Experience

Remote Desktop Services and RMM familiarityVMWare, Hyper-V and other virtualization technologies Azure and other cloud solutions Microsoft Exchange, SQL, and SharePoint management Storage solutions: SAN, NAS, and Shared Storage Experience as part of a Microsoft Partner organization Experience working for a managed services organization 

Valued Certifications, Licenses, Registrations

Microsoft Fundamental and Associate certifications CompTIA A+, Network+, Server+, Security+, etc. certificationsCisco certifications

Career Paths

 

Where you start is dependent on your technical skillset and verified throughout the interview process. Each Service Desk employee is placed on a certification-based promotion plan to grow within the team with no tenure requirements in place.

The USO Service Desk is comprised of three tiers, each requiring various levels of IT support expertise and/or IT certifications.  The levels and subsequent salary bands are as follows:

Analyst

Service Desk Analyst: $50,000 annuallyService Desk Advanced Analyst: $52,500 annuallyService Desk Senior Analyst: $55,500 annually

Core

Service Desk Core Engineer: $59,500 annuallyService Desk Advanced Core Engineer: $64,500 annuallyService Desk Senior Core Engineer: $70,500 annually 

Solutions

Service Desk Solutions Engineers at Impact are only promoted from within the Managed IT or Service Desk teams and are in place to keep the Service Desk specialization knowledge-set high.Why Join Us? At Impact, we’re more than just a workplace—we’re a community driven by values that inspire innovation, collaboration, and purpose. Here’s what defines us:  Innovation: We embrace change because innovation lives outside the comfort zone.  Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact. Honesty: We are fiercely transparent and consistently honest. Fun: We fuel work with fun, knowing life's too short for boring.   Low Ego: We champion ideas over titles, because brilliance knows no rank.  One Team: We win as a team, we lose as a team, we are one team.  BenefitsExpected salary range of $50,000-$70,500 20 days of PTO plus 12+ paid holidays  Flexible Sick Day Policy  Paid Parental Leave  Comprehensive Health, Disability Life, Dental and Vision Plans  401(K) discretionary match & retirement plans   Continued education reimbursement   On-going training & development opportunities  Join us at Impact, where your ideas matter, your growth is supported, and your work creates real change. Let’s build something incredible together!  

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