Service Desk Engineer II - Virtual Company
Georgetown, KY 40324
About the Job
Position Summary
The Service Desk Engineer provides technical support and assistance to end-users regarding computer systems, hardware, software, and network issues. They are responsible for diagnosing and resolving technical problems, providing guidance on IT-related inquiries, and ensuring prompt resolution of service requests. Additionally, they contribute to the maintenance of IT documentation, collaborate with other technical teams to address complex issues, and participate in continuous improvement initiatives to enhance service delivery. Strong technical proficiency, excellent communication skills, and a customer-centric approach to problem-solving.
Position Responsibilities:
- Provide comprehensive support for Microsoft Windows systems, including servers, workstations, and associated components.
- Administer, install, configure, troubleshoot, and service computers, scanners, and peripherals.
- Review account access requests from authorized personnel and verify the appropriateness of access levels based on job roles and responsibilities. Configure, maintain, and remove user accounts, permissions, and security settings according to established policies and procedures.
- Handle desktop/laptop deployments and maintain inventory control with asset accountability.
- Deliver first-level help desk support for daily technical issues related to users and network systems.
- Maintain documentation, end user training, procedures and works, ensuring accuracy, completeness, and system usage optimization.
- Develop strategies to enhance system efficiency and collaborate with tech teams to resolve complex issues.
- Provide guidance on IT support issues and keep staff informed.
- Independently troubleshoot and resolve IT support issues while adhering to standard operating processes.
- Prioritize, document, and resolve end user help requests and incidents.
- Analyze IT incident reports to identify trends and implement improvements.
- Support remote access solutions and communicate with customers regarding incident progress or changes.
- Enhance customer service and satisfaction through effective communication and problem-solving.
- Ensure compliance with all company policies and procedures.
- Perform additional duties as assigned to contribute to the overall success of the company, its clients, and the work environment.
Essential Skills and Experience:
Education
- Bachelor’s degree in information technology and/or 2 to 5 years of related experience.
Training
- Microsoft Certified Professional (MCP)
Skills
- Self-motivated with excellent time management, organizational, analytical, and interpersonal skills
- Customer Focus
- Problem Solving
- Good oral & written communication skills
Experience
- Experience with Exchange 365, Active Directory, Azure
- Proficient in supporting and troubleshooting various operating systems, including Windows, macOS, and Linux distributions. Familiarity with system installation, configuration, and administration tasks.
- Extensive understanding of computer hardware components such as CPUs, RAM, motherboards, hard drives, and peripherals. Capable of diagnosing hardware issues and performing repairs or replacements when necessary.
- Proficient in setting up and supporting remote access solutions such as virtual private networks (VPNs), remote desktop services, and remote assistance tools. Knowledgeable about secure remote access configurations and best practices.
- Experience in supporting smartphones, scanners, tablets, and other mobile devices across different platforms (e.g., iOS, Android). Proficient in configuring email, installing applications, and troubleshooting common mobile device issues.
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.