Service Desk Engineer

Technical Support Lake Forest, Illinois Bolingbrook, Illinois


Impact Networking

Impact is hiring a Service Desk Engineer for our Nationally ranked Best and Brightest Workplace! 

The Service Desk Engineer will be utilized in many different capacities to ensure proper management of our Managed IT clients' networks. The Service Desk Engineer will act as an escalation resource for our Unified Support Operations.  We strive to make sure our client networks are secure and running optimally. The role of the Service Desk Engineer is a challenging and rewarding position. The role requires a strong technical skill set along with excellent interpersonal skills. The focus of the job at Impact is always Excellent Customer Service.  


  • Pro-actively monitor client networks. Focused on resolving issues before they affect client operations. This includes utilizing tools such as N-Able, Nerdio, and Cisco Meraki Dashboard.  
  • Provide tier 2 to 3 company and end-user support remotely as it pertains to the core MIT networking technologies. These include Windows Server, Hyper-V, VMWare, Exchange, Sharepoint, firewalls, switches, BDR solutions, PowerShell, Active Directory, Group Policy configuration, and cloud services such as Office 365, G-Suite, and Azure. 
  • Identifies, documents, and troubleshoots user computing issues to resolution and maintains customer satisfaction.  
  • Identifies user problems and works within a structured problem management and resolution process to maintain customer satisfaction. 
  • Works with other resources and vendors to deliver effective support and management services
Documentation and reporting  
  • On-time documentation of issues within Impact's proprietary ticketing system and the CRM we work with, Microsoft Dynamics 365.  
  • Utilizing Microsoft Dynamics 365 and Impact's proprietary ticketing system for the following: Customer follow-up and feedback. 
  • Running historical reports to identify reoccurring service disruptions. 
  • Document problem resolution and processes. 
  • Assist with on-boarding of new clients and users. 
  • Install, modify, and repair computer hardware and software. 
  • Run diagnostic applications to resolve problems.
  • Participates in ongoing training and attainment of manufacturer certifications. 
  • Develop and maintain relationships with customers and engineers that further develop our company's positive reputation through exceptional customer service. 
  • Follows a set of standards for documentation of customer network status and activities. 

What We Are Looking For

Computer Skills  
  • Server Administration 
    • Experience with Windows 2012-2019 Server 
    • Active Directory management and maintenance 
    • Microsoft Exchange, SQL, and SharePoint management 
    • DNS, DHCP, and Remote Desktop Services 
    • VMWare, Hyper-V and other virtualization technologies 
    • Storage solutions: SAN, NAS, and Shared Storage 
  • Firewalls, switches, and other networking technologies Cisco Meraki, HP, and other technologies 
    • Disaster recovery solutions and backup technologies 
    • Office 365, Azure and other cloud solutions 
    • Mobile operating systems (IOS, Android, Windows) 
    • RMM tools such as N-Able, Kaseya or LabTech  
Excellent remote client support skills 
  • Strong written and verbal communication skills 
Certifications, Licenses, Registrations 
  • Microsoft Fundamental and Associate certifications 
  • CompTIA certifications such as A+, Network+, Security+, etc.  
  • Cisco certifications  
Other Skills and Abilities 
  • Able to work independently or as part of a team 
  • Excellent technical writing ability  
Valued Qualifications (not required)
  • 3 or more years relevant experience as a: NOC Technician, NOC Engineer, IT Support Engineer, Network Support Engineer, Systems Administrator, Network Administrator, IT Administrator, IT Specialist, Network Technician, Service Desk Engineer,  Service Desk Analyst, etc.  
  • Experience as part of a Microsoft Partner organization 
  • Experience working for a managed services organization 
  • 20 days of PTO 
  • 12+ paid holidays 
  • Flexible Sick Day Policy 
  • Paid Maternity & Paternity Leave 
  • Comprehensive Health, Disability Life, Dental and Vision Plans 
  • 401(K) match & retirement plans 
  • Student Loan reimbursement 
  • On-going training & development opportunities