MSP Service Desk Engineer

Culture Fits • Knoxville, TN

3d

About The Position

Service Desk Engineer — Level 1 / Level 2 Position Overview The Service Desk Engineer (Level 1 / Level 2) is responsible for delivering responsive, high-quality technical support to end users across multiple client environments. This role serves as the frontline of IT service delivery, resolving incidents, fulfilling service requests, and ensuring a positive customer experience. The ideal candidate is technically capable, customer-focused, and process-driven — able to troubleshoot efficiently, document thoroughly, and escalate appropriately when needed. This position plays a critical role in maintaining service reliability, user productivity, and overall client satisfaction.

Requirements

• Experience in a Service Desk, Help Desk, or IT Support role.
• Strong troubleshooting and problem-solving ability.
• Excellent customer service and communication skills.
• Ability to manage multiple tickets and priorities effectively.
• Experience documenting technical work clearly and thoroughly.
• Basic understanding of IT infrastructure and networking concepts.
• Strong time management and organizational skills.

Nice To Haves

• Experience working in a Managed Service Provider (MSP) environment.
• Familiarity with ticketing or PSA platforms (Autotask, ConnectWise, etc.).
• Microsoft 365 administration experience.
• Endpoint management or device deployment experience.
• Relevant certifications (CompTIA A+, Network+, Microsoft, etc.).

Responsibilities

• Provide remote and occasional onsite technical support for end users.
• Troubleshoot hardware, software, network connectivity, and system access issues.
• Diagnose and resolve incidents within defined service level targets.
• Support Windows workstations, common business applications, and user environments.
• Restore service quickly while ensuring root cause understanding when possible.
• Handle user provisioning, password resets, access requests, and device setup.
• Install, configure, and maintain workstations, laptops, printers, and peripherals.
• Support software installations, updates, and configuration changes.
• Assist with device onboarding and lifecycle management.
• Accurately log, track, and update tickets in the PSA or ticketing system.
• Document troubleshooting steps, resolutions, and technical findings.
• Maintain detailed and professional communication in all ticket updates.
• Contribute to knowledge base articles and documentation improvements.
• Escalate complex or unresolved issues to Level 3 engineers or specialized teams.
• Provide complete documentation and troubleshooting details during handoff.
• Collaborate with infrastructure, network, and project teams as needed.
• Communicate clearly and professionally with end users.
• Provide timely updates regarding ticket status and resolution progress.
• Set appropriate expectations and ensure strong customer satisfaction.
• Respond to alerts from monitoring systems when applicable.
• Perform basic system health checks and preventative maintenance tasks.
• Assist with patching, updates, and environment stability efforts.
• Follow established service delivery processes and standards.
• Identify recurring issues and contribute to long-term solutions.
• Continuously develop technical skills and knowledge.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed