The Service Desk is the heart of RFA’s support operations which provides nonstop global IT support to all our customers. We are known for our personalized white-glove approach to all our customer interactions which has led to years of achieving exceptional customer satisfaction. The Service Desk Engineer role is at the forefront of all our customer interactions, whether it be by email, phone, ticket, or chat. As a Service Desk Engineer, you will provide frontline IT support for RFA’s internal staff and our customers, including onboarding, offboarding, fulfillment/break/fix for hardware and software, end user support and training, processing access requests, and much more.

Service Desk Engineers will use their technical knowledge and specialized skills to support and resolve customer issues in times of crisis to get them working again. As a Service Desk Engineer, you must be able to utilize active listening, critical thinking, and communication skills to continuously provide exceptional support services while promoting RFA’s brand as a client-centric, full-service technology provider.

Responsibilities:

Provide first-level support to customers via email, phone, ticket, or chat.

Troubleshooting difficult IT problems without SOPs while maintaining a “white-glove” approach.

Fulfill level one and two support requests such as break fix, password rests, permission issues, file access, MS Office products, issues with printing, security threats and/or concerns

Utilize the ticketing system to monitor and respond to tickets within RFA established SLAs.

Document procedures, policies, technical instructions, and other processes where needed.

Lead all customer interactions with optimism and empathy

Assist customers by confidently restoring services on incidents across RFA’s service portfolio at multiple levels.

Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to maintain overall client satisfaction.

Escalate requests to appropriate higher-level team members or departments when needed

Enter all communication, work performed, time, and expenses as it occurs inside a service ticket

Assist with onboarding and training new-hires and provide support to team members who need technical assistance.

Able to lift and move up to 25 lbs. on an intermittent basis. 

• Qualifications:
• Associates Degree or 2 years of Information Technology experience
• Previous experience as a field tech or working for a MSP, Law Firm, or other Fintech experience.
• Strong knowledge and experience of Windows 10, Active Directory, O365. Must be able manage users and groups in Active Directory, Exchange, O365, Azure, etc.
• Perform level 1 support requests including password resets, troubleshoot and resolve issues with domains, accessing shares, and fixing permissions.
• Experience in desktop technologies; proficient with latest version of Windows or Mac OSX.
• Experience with MDM, troubleshooting Android and Apple mobile device issues
• Experience with the ITIL framework or other ITSM preferred.
• Knowledge of Citrix, Azure, AWS, MDM, Apple IOS, and MFA is preferred.
• Must be professional spoken and write clear and concise technical documentation.
• Experience with ConnectWise or similar ticketing system preferred.