It service desk engineer

IT Service Desk Engineer Batavia, Illinois Onsite

Experience :- 2-5 Years

Vacancy :- 1

Location :- Batavia, Illinois, USA

Salary :- Negotiable

Job Type :- Onsite

Employment Type: Full-Time | On-site
Reports To: Service Desk Manager / IT Operations Lead
Position Summary:
The IT Service Desk Engineer will provide high-quality technical support and exceptional
customer service to end users. This role involves on-site Service Desk assistance, remote
support via phone, web, and chat, and collaboration with internal service providers to resolve
incidents and service requests efficiently. The engineer will also ensure all interactions are
accurately documented and aligned with IT service management (ITSM) processes and
standards.
Key Responsibilities:
Customer Experience & Technical Support

• Provide on-site Service Desk walk-in support during designated business hours.
• Deliver phone, web, and chat-based technical support for end users across the

organization.

• Implement and adhere to the Open Call Management Methodology to ensure prompt

response, high-quality service, and accurate communication between users and
support teams.

• Strive to resolve incidents and service requests at the first point of contact whenever

possible.

• Collaborate with service providers to communicate, troubleshoot, and resolve highpriority issues according to escalation procedures.
• Accurately log all interactions and incident details in the ITSM system, including

classification, priority, and severity levels.

• Keep records up to date as circumstances change and ensure automated/manual

notifications are sent per process requirements.

• Inform end users about applicable SLA timeframes and resolution expectations.
• Work with internal service providers to deliver expert-level support for business and

enterprise applications, contributing to ongoing process improvement and knowledge
base expansion.
Incident Management & Escalation

• Diagnose and attempt to resolve user issues using the knowledge base, standard

operating procedures, and defined policies.

• Escalate complex incidents or unresolved requests to the appropriate service

providers, ensuring proper documentation and follow-up.

• Coordinate with internal teams for incident resolution and maintain communication

with end users throughout the process.
Off-Hours & Critical Support

• Participate in off-hours triage and incident response as required by procedures.

o For non-critical incidents, schedule follow-up during standard business hours.
o For critical incidents, perform a warm handoff/escalation to the appropriate
service provider or major incident management team.

• Manage the event’s impact, urgency, and priority according to established guidelines.

Qualifications & Skills:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or

equivalent experience).

• 2–5 years of experience in a Service Desk or IT support role within an enterprise

environment.

• Strong knowledge of ITIL/ITSM processes and familiarity with common ticketing

systems (e.g., ServiceNow, Remedy, or Jira Service Management).

• Excellent troubleshooting skills for Windows, Microsoft 365, networking basics, and

enterprise applications.

• Strong communication and customer service skills with a focus on professionalism and

empathy.

• Ability to multitask, prioritize effectively, and work collaboratively with cross-functional

teams.

• Willingness to provide on-site and off-hours support as required.

Preferred Certifications:

• ITIL Foundation Certification
• CompTIA A+ or Network+
• Microsoft Certified: Modern Desktop Administrator Associate or equivalent

Email Us: [email protected] .Only qualified applicants will be contacted.