Help Desk Engineer

Position: Help Desk Engineer

Employment Type: Full time

Location: New York, NY (Onsite)

Experience: 5 years

Overview:

We are looking for a Help Desk Engineer for internal IT systems including but not limited to server hardware, network switches, SAN storage, VMware cluster, Microsoft Active Directory, and Microsoft Windows virtual machines.

Additionally, the support team will perform the Help Desk role to support end-users for typical Help Desk requests such as client PC hardware issues, software issues, etc.

Responsibilities:

1. Maintaining internal IT systems including regular patching of the hardware firmware, VMware environment, and Microsoft Windows operating system patches.
2. System resource monitoring and management of the internal IT systems. This includes monitoring system resources such as CPU, memory, and storage usage; and making proactive recommendations as to system resource adjustments.
3. Daily security monitoring including security event logs (IDS system, Antivirus logs, Firewall logs, Windows Security logs, etc.) for any anomalies.
4. System logs monitoring to detect any errors and warnings and taking corrective actions to resolve any system errors.
5. Troubleshooting any issues which arise in the internal IT environment, full ownership from issue detection to issue resolution, end-to-end. At times, liaising with other vendors involved with the internal IT system may be necessary.
6. Correct backup-related issues and make sure that backups are running properly (knowledge of Arcserve, Veeam). Performs monthly tape rotation/changes.
7. Maintain and distribute security reports for various system components.
8. Performs monthly vulnerability scans using various tools such as Tenable Nessus Vulnerability Scanner.
9. Remediate any vulnerabilities that may arise from monthly vulnerability scans.
10. Provides general support for end users as Help Desk personnel.
11. Assist with maintaining computer hardware and software inventories
12. Assists with coordination and preparation of various system audits and examinations.
13. Assists with evaluation and comparative analysis of proposed hardware/software acquisitions.
14. Manage and supervise outside system-related vendors.
15. Create SOP as per the requirement and communicate with users and stakeholders.
16. Escalate complex issues to relevant teams for further troubleshooting and resolution.
17. Performs other duties and responsibilities as assigned by management.

Required skills:

1. Bachelor’s in information technology
2. More than 5 years of hands-on experience
3. Cisco Certified Network Associate (CCNA)
4. Solid verbal and written communication skills, as this position will be performing direct end-user support.
5. Self-starter and the ability to work autonomously.
6. Knowledge of

• Helpdesk ticketing system
• Microsoft Active Directory environment
• Microsoft Windows Server 2016 and newer
• Microsoft Windows 10 & 11 OS
• MS Office Products
• VDI environment
• Administration of Multifactor authentication tokens
• Laptops, Workstations, Thin Client
• Backup software
• Patching workstations and servers

7. Basic knowledge of Microsoft SQL Server

8. Basic Networking knowledge

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