Service Desk Engineer / IT Support Specialist

Position: Service Desk Engineer / IT Support Specialist

 

FLSA: Exempt

 

Office Location: Stamford, CT - In-Office Preferred, Hybrid or Remote Possible

 

Schedule: Monday – Friday, 8 AM – 5 PM; On-call rotation every 7 weeks

Salary Range: 60k to 80k

Join An Award-Winning Team!

Omega Systems, a nationally recognized technology solutions firm, is expanding our reach through our recent acquisition of Amnet. We’re seeking a skilled IT professional to join our soon-to-be integrated Service Desk team in Stamford, CT. If you are passionate about IT, customer service, and personal development within a collaborative team environment, consider becoming part of Omega's growth story.

As a Service Desk Engineer / IT Support Specialist, you will provide both first-line and escalation support to ensure stable operations of our customer support services. This role requires proactive communication, documentation expertise, and a commitment to managing customer expectations.

Key Responsibilities:

• Provide 2nd-tier and escalation support through desk-side, remote, and local office assistance.


• Act as a primary escalation point for all customer incidents and requests, working with Level 1-3 co-sourced helpdesk teams as needed.


• Manage assigned support issues from triage through resolution, maintaining clear communication throughout the process.


• Provide technical support via phone, email, and in-person interactions.


• Participate in after-hours maintenance, with on-call support required every seven weeks.


• Complete IT projects as assigned, ensuring they stay within budgeted hours and timelines.


• Identify operational improvements through customer feedback and team discussions, targeting efficiency and customer satisfaction.


• Perform root cause analysis, install/maintain hardware and software, and document new solutions for widespread use.


• Develop and maintain a knowledge base for common issues, closing gaps that impact customer support.


• Lead policy, security, and compliance documentation initiatives, ensuring processes are up-to-date and accessible.


• Create new knowledge base articles and support documentation to enhance first-line resolution rates.


• Coordinate with the Technical Account Manager on escalated customer issues, ensuring prompt attention.


• Demonstrate a commitment to customer satisfaction, balancing technical expertise with strong communication skills.


• Foster collaborative working relationships within Omega’s support teams, simplifying complex technical issues for various audiences.


• Incumbent(s) in this position may be required to perform other duties and special assignments not explicitly stated.

• Environmental:  The job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, etc.

• Travel Requirements: Minimal travel is required for this position.

Qualifications

Required:

• Education and Experience: Minimum of an associate degree or equivalent experience or technical certifications.


• Technical Skills: Proficient in Microsoft Office 365 (including EntraID and Intune), Windows Server and Workstation OS, Microsoft Active Directory, Group Policy, ConnectWise, PowerShell scripting, and IP Phone platforms.


• Experience: At least 4 years in a Service Desk role within a Managed Service Provider (MSP) or multi-client environment.


• Customer Service Skills: Ability to provide white-glove service, proactive communication, and strong problem-solving skills.

Preferred:

• Bachelor’s degree in IT, Computer Science, or a related field.


• Knowledge of additional platforms such as VMware, Hyper-V, and MacOS.