Job Description
Job Description
Position Summary:
The IT Services Engineer I will demonstrate strong troubleshooting skills, possess a passion for customer service, and maintain a true desire to deliver results with a sense of urgency, utilizing best practices, technical skills, technical experiences, common sense, and best judgment.
Essential Duties & Responsibilities:
All areas of responsibility listed below are essential to the satisfactory performance of this position, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned":
- Provide IT generalist support to customers while building greater technical understanding and awareness.
- Document and resolve incoming service requests and alerts, including escalations and manufacturer support.
- Collaborate with colleagues to achieve superior customer service.
- Answer support phone calls daily.
- Increase responsiveness and implement permanent resolution of issues by identifying trends in service histories.
- Create and publish documentation in the knowledge base.
- Contribute to and maintain system, installation, and configuration standards and procedures.
- Share newly acquired information with peers to improve support team capabilities.
- Comply with internal security controls and procedures for Loffler and customers.
- Provide mentoring and training of other engineers.
- Monitor service boards and work service requests or route to appropriate team members.
- Approach technical issues with root cause discovery and resolution in mind.
- Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written.
- Other related duties as assigned.
Qualifications/Requirements:
- This is not a hybrid role and as such requires the candidate to be in office Monday through Friday.
- Strong attention to detail and follow through skills.
- Excellent customer service, communication, and troubleshooting skills.
- Demonstrate excellence in time management and organizational skills.
- Confident, professional phone presence.
- Aptitude for creative and alternative solutions.
- Strong desire to learn, demonstrating independent initiative in seeking new knowledge.
- Strong team player.
- Good judgment and technical common sense.
- Proficient in workstation hardware, operating systems, and software.
- Basic understanding of networking.
- Beginner technical skills across a wide range of products within our product stack.
- Candidates must possess a valid driver's license, maintain an acceptable driving record, and provide proof of minimum auto insurance coverage as required by state law.
Education/Experience:
- Associate or bachelor's degree in IT or related technical field (i.e. Computer Science, Engineering) and/or 1-2 years' IT support experience.
- Associate or intermediate level technical certification(s) preferred.
Supervisory Responsibilities:
This position has no supervisory responsibilities.
Work Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- High energy position dealing with clients daily.
- Requires occasional evening and/or weekend work for both scheduled and on-call activities.
- Ability to lift 40 pounds.
For information on the physical demands of this job, see Human Resources.
The posted range for this position represents a good faith estimate of the minimum and maximum starting compensation for this role. In addition to the base salary, we offer a comprehensive benefits package that includes health and dental insurance, retirement plans, and paid time off.
Why Work for Us?
- Top Workplace
- Career Advancement
- Employer Paid Life Insurance and Disability
- Paid Time Off, Volunteer Time, Holidays, Bereavement, and Parental Leave
- Benefits Package including FSA, Medical, Dental, and Vision
- 401K with Employer Match
- Tuition Reimbursement