IT Service Desk Engineer

Job SummaryBDO’s Core Purpose is Helping People Thrive Every Day. Our Core Values reflect how we manage our work, our relationships and ourselves. As an employee of the firm, you will live true to our Core Values of people first, being exceptional every day in every way, embracing change, feeling empowered through knowledge and choosing accountability. Our Core Values are the standards by which we conduct ourselves day in and day out, both internally and externally.BDO Digital, LLC, a subsidiary of BDO USA, LLP, provides a holistic portfolio of technology, transformation services and solutions. We are an organization that values your time, talent, and contributions. Collaborate with BDO Digital’s cross-disciplinary team who work together to solve digital needs and unearth new opportunities to drive competitive advantage. Our commitment to each other is why BDO Digital is a recognized leader for our culture, employee satisfaction and career growth. We’re looking for people with the same drive; to combine teamwork with technology to produce amazing results.This role is part of our Managed Services team to serve as a secondary responder within the Service Desk. This role will be responsible for identifying, administrating, triaging and resolving a variety of incidents and service requests for multiple clients. Also responsible for escalations of client service requests, incidents and events within the established SLAs. The ideal candidate has experience working on a Tier 2 Service Desk.Responsibilities- Hands-on experience with remote administration, maintenance, triage and deployment of Active Directory 2008 / 2012, Remote Desktop Services, Windows Server 2008 / 2012 / 2016, Microsoft Exchange Server 2010 / 2013, Office 365, network switches, routers, firewalls and storage technologies- Secondary escalation for client end user service requests, incidents, ticketing and monitoring dashboards for timely resolution- Quickly and accurately prioritize incidents and initiate proper Incident Management resolution- Troubleshoots, escalates, and/or resolves client service incidents within defined SLAs- Leverages remote support tools to resolve client requests- Appropriately manages expectations of clients and peers- Identifies and designs solutions for hardware, software, and network issues- Other duties as requiredQualificationsEducation- Bachelor’s degree with an accredited college in Information Technology, Computer Science or related field, preferredExperience- Two (2) or more years of experience within the Microsoft operating system environment and suite of products, and web/networked computing environments required (Windows Server and Desktop, MS Exchange, Active Directory, etc.)- Ability to troubleshoot issues, identify solutions, and appropriately escalate issues, required- Experience with cloud, web and/or networked computing environments (Office 365, Windows Server, MS Exchange 2013 or 2016, Active Directory 2016, etc.) preferredSoftware- Microsoft Technologies- Cloud- Active Directory- AutoTaskLanguage(s)- SpanishOther Knowledge, Skills & Abilities- Prior experience with IT Service Management systems (i.e. Remedy, ServiceNow, ConnectWise, Autotask, N-central, Kaseya, etc.) is preferred- Exposure to help desk processes and procedures with experience with service desk management tools preferred- Has a high degree of professionalism, attentiveness and communication excellence (both oral and written)- Ability to diplomatically interact and communicate with all levels of an organization- Strong analytical and problem-solving skills; ability to remain calm under pressure and work in a fast-paced environment- Ability to work independently and within a team environmentKeywords: Service Desk, Help Desk, Tier 2, Tier Two, Level two, Level One, Tier 1, Tier One, Level 1, Active Directory, AD, Exchange, Outlook, Excel, Microsoft Office, Remote Support, Escalation, Network, Systems Administration, Systems Admin, Office 365