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Service Desk Engineer I

Arlington, TX 76015

Posted: 10/31/2023 Employment Type: Permanent Industry: IT/Computing Job Number: 2956 Remote Friendly:

Job Description

Service Desk Engineer
Fulltime in Arlington, Texas
M-F 8-5pm (as needed operational hours of 7am-7pm)

IMMEDIATE new job opening for a Service Desk Engineer to join our client’s IT team and work on-site at their headquarters based in Arlington, Texas.  The Service Desk Engineer is the first line of customer support related to technology. Timely and accurate response to employee service requests is key to keeping our user community productive. Responsible for the triaging initial requests to either resolve the issue or escalating to next level of support. Emphasis in customer service is critical as is managing the life-cycle of a call from inception to completion while keeping the user informed and managing their expectations. Both technical and communication skills are needed to achieve desired results.

  • Answers incoming calls/emails to the Service Desk logging incidents into the ticketing system and resolves basic issues immediately. Other issues are escalated to other team members or worked in priority order. Keeping detailed case notes and setting user expectations is essential.
  • Deskside support is required for some cases including delivery of workstations, monitors, telephones, printers, etc.  Some onsite troubleshooting may be required as well. This will require travel to branch locations as needed.
  • Basic user AD administration and network cable-patching skills will be required. Must understand phone & computer cable patching infrastructures. User setup procedures are followed to establish or reset users according to company standards.
  • Will setup and troubleshoot new and existing desktops, laptops, monitors, docking stations, telephones, printers, and related peripherals. May also include basic application setup such as email and other Office & OneDrive settings.
  • Monitor application processing to ensure workflow and automation jobs are operating as intended.  Promptly escalate any issues to required support staff and manager.
  • Create procedure documents and articles to inform fellow employees or other technology staff. These will be either how-to articles or environment based.
  • Must be able to efficiently communicate with a variety of audiences. This will include well written emails and ticket case notes.

  • 3-5 years of Service Desk experience.
  • Previous experience in the banking/financial industry preferred.
  • Experience with Dell desktops & laptops running current versions of Microsoft Windows and Office 365, Intune, cloud-based phone systems, and SmartDeploy for imaging, Microsoft Endpoint Manager
  • Experience with SolarWinds Service Desk for case management and knowledgebase, MSP N-Central for remote workstation support.
  • Microsoft Active Directory using group policy, OneDrive, and RingCentral telecom system.
  • Problem solving skills, patient and reliable and adaptable to change.
  • Accuracy, attention to detail, organizational skills, analytical skills, good time management and excellent follow up skills.
  • Eagerness to learn and resolve all forms of technology issues empowering staff to excel in their respective functions. Providing friendly support with a reassuring attitude and smile in your voice. 
**To view all of our job openings, please visit:

Meet Your Recruiter

Lana Arnold
President, CEO

Lana Arnold has a diverse background in technical recruiting, business development, project management, and management. She has worked with numerous Fortune 50, 100, 500 companies as well as small start-ups across multiple vertical markets. She has experience managing large enterprise accounts as well as managing a team of recruiters to ensure quality and talent are placed on the job. To add to her industry experience Lana also has extensive experience partnering with numerous VMS systems and applicant tracking devises.
Mrs. Arnold holds a Bachelor's degree from Texas A&M University as well as a Minor in Professional Writing. Along with her professional career, she is always involved in a variety of networking groups and charitable organizations.

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