Service Desk Engineer I

Job Description

Job DescriptionSalary: $50k -$60k-$75k

CMIT Solutions of Boston | Cambridge is the premier IT services franchise in the US.
Our goal is to be the preferred IT business partner of small to medium sized businesses
by offering technical leadership and services to our customers with a focus on providing
innovative solutions and delivering exceptional customer service.

Position: SERVICE DESK ENGINEER I

CMIT Solutions is seeking a knowledgeable Service Desk Engineer to support,
participate and guide the efforts of our technical team as our business grows and we
expand the services we offer to our clients.
The Service Desk Engineer will report to the Service Desk Manager. Provide Level 1
support to end-users through the department's telephone support line, including software
setup, configuration and troubleshooting. Provide coordination and communication of
Service Desk and Network Operations Center resources and coordinate site visits with
end user site management. Manage ticket escalations and production crisis situations of
client systems.
The best candidates for this position will have good verbal and written communication
skills. You will be interacting with a wide variety of clients for whom technical jargon is not
their primary language. You must be able to effectively explain technical issues, solutions
and status to clients in a manner that they can understand and appreciate.
Core Duties & Responsibilities
Serve as the first point of contact for technical support issues
Provide remote support and troubleshooting of client desktop, server, and network problems
Utilize stored information and documentation to help resolve issues
Research outstanding users issues and document resolutions to users issues
Prioritize and escalate problems within given guidelines
Triage calls to appropriate groups if call cannot be resolved at level 1
Occasional after hours and weekend work to cover On Call responsibility.
Work with Site support on specific site support issues and procedures.
Perform other duties as assigned by management.
Experience & Skills Requirements
Ability to multitask and prioritize work requirements
Ability to take initiative and manage time effectively
Ability to work effectively both as a team member and independently.
Ability to project a positive service attitude
Ability to be flexible, versatile and adaptable in day to day activities conducted in a multisite environment.
Strong analytical and problem-solving skills
Excellent interpersonal and communication skills
Knowledge of supported software packages: MS Office, Exchange

knowledge of Network Operating Systems: Windows Server 2003, 2008 and
2012. Windows XP, 7 and 8
Knowledge of printers
Knowledge of basic data communications networking equipment, including hubs, routers
and cabling infrastructure
Knowledge of LAN and internetworking protocols: TCP/IP
Qualifications
A Bachelor's degree in a related area or 0-2 years of experience in the field or in a related
area is preferred.
0-2 years of prior experience in Customer Service, phone experience preferred
Microsoft Certifications a plus
Hands on PC or Macintosh experience a plus