Service Desk Engineer
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
We are looking for a Service Desk Engineer II to join our AGI IT Service Desk team. In this role, you will manage ServiceNow request processes, monitor ticket SLAs, handle incident triage, and contribute to knowledge base creation. You will also collaborate with support teams on projects to enhance the IT environment and provide on-site technical support to end-users.
Responsibilities
- Lead and delegate within the Service Desk team, ensuring appropriate on-site technical support.
- Triage & prioritize the Service Desk ticket (request) queue to meet SLA expectations.
- Grow & train Service Desk technicians to troubleshoot up to level 2 / 3 tickets.
- Refresh hardware for end user devices and manage hardware inventory (CMDB).
- Own, write, and update documents for all team processes and procedures.
- Collaborate on tickets requested by the parent organization for break-fix issues.
- Support special projects including CMMC, Operations Support, Compliance, and Vulnerability remediation.
- Effectively communicate with end-users to identify and troubleshoot IT issues, both on-site and remotely.
- Resolve L1/L2 issues across a wide span of technologies including printers, web conferencing equipment, servers, monitors, TVs, peripherals, and workstations.
Requirements
- Able to work closely with ServiceDesk team members to triage incidents and requests, assign tickets to proper escalation queues and take direction from the Service Desk manager.
- Communicates with ServiceDesk Manager regarding necessary actions and suggested approaches to accomplish objectives.
- Conveys information clearly and concisely to ensure team remains focused on objectives.
- Current technical understanding of hardware and software technology.
- Explains benefits to stakeholders to gain acceptance of changes.
- Presents information, analyses, and recommendations to stakeholders.
- Is accessible to employees at all levels; addresses customer service deficiencies by identifying solutions.
- Able to lead small to mid-size workloads by prioritizing critical work and de-prioritizing less critical work.
- Investigates issues and takes corrective action, as appropriate.
- Serves as a team member for various projects to support new processes, procedures and compliance.
- Applies technical knowledge of IT system to ensure access to, and security of, the system.
- Recognizes areas needing improvement and takes training to increase skills.
- Implements guidelines to improve products and services documentation.
- Perseveres on project despite changing objectives, deliverables, and deadlines.
- Exemplifies AGI Culture through team leadership, passion, and a mission-driven mindset.
Desired Qualifications
- Bachelor’s degree in information technology from an accredited college/university is preferred OR Minimum of two (3) years of helpdesk experience within information technology.
- Industry certification on hardware and software is preferred.
- United States Citizenship required.
Benefits
- Comprehensive medical and healthcare plans.
- ETO and FTO Programs.
- Maternity and paternity leave, parenting resources, adoption and surrogacy assistance.
- Purchase Synopsys common stock at a 15% discount, with a 24 month look-back.
- Retirement plans.
- Competitive salaries.
- Annual bonus, equity, and other discretionary bonuses.
- Comprehensive health, wellness, and financial benefits.
#IT#Information Technology
About Synopsys Inc
Smart, Secure Everything—From Silicon to Software Synopsys technology is at the heart of innovations that are changing the way we live and work. The Internet of Things. Autonomous cars. Wearables. Smart medical devices. Secure financial services. Machine learning and computer vision. These breakthroughs are ushering in the era of Smart, Secure Everything―where devices are getting smarter, everything’s connected, and everything must be secure. Powering this new era of technology are advanced silicon chips, which are made even smarter by the remarkable software that drives them. Synopsys is at…
Company
Synopsys IncJob Posted
2 days ago
Employment Type
Full Time
Work mode
On Site
Salary
US$0 / year
Experience Level
Mid-Senior
Locations
Exton, United States
Qualification
Bachelor
Applicants
Be an early applicant
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