The Role

This Level 2 IT Service Desk Engineer role will be part of the ION's US IT Service Desk primarily based in NYC (midtown). The IT team is formed of an enthusiastic mix of people with strong technical, functional and customer service skills. User interactions will involve in-office walk ups, to users across the Americas via Teams chat, email, etc. While daily ticketing monitoring will be the norm, you will also be involved with larger projects running in parallel.

Administration of ION's ITSM Ivanti Neurons including logging of IT support calls received via walk ups, Teams, email, phone calls, etc.

Range from performing basic tasks (inventory of spare hardware, desk moves, etc) to the increasingly involved (building out of laptops for new hires, user management in Azure, FollowMe printing, troubleshooting of conference room tech, etc), and cross delving into other IT areas (basic network management, software deployments, etc)

General in-office user management (handling wifi issues, walk ups, etc)

Exercise professionalism and composure during interactions with executives and other higher level employees.

At least 4 of years of solid experience in desktop support. Financial Services and Software Engineering environments preferred.

At least 1-2 years of Level 2 support required.

Basic network troubleshooting skills required.

Practical experience with Azure/M365, VMware.

JAMF is a plus

Certifications highly preferable (MSFT, CompTIA, ITIL) but not required.

BA or BS degree preferred

IT Desktop Support Engineer (Level 2)

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