Service Desk Engineer

Job Summary

Acting as the first point of contact for customer and user inquiries, the full-time remote Service Desk Engineer will log, triage, and resolve incidents and service requests while ensuring a high-quality support experience aligned with ITIL practices.

Key responsibilities

• Log, categorize, and prioritize incidents and service requests accurately
• Perform initial troubleshooting of hardware, software, and connectivity issues
• Maintain clear communication and manage user expectations throughout the ticket lifecycle

Required qualifications

• Bachelor's degree (or equivalent) in IT, Computer Science, Engineering, Science, Mathematics, or related discipline preferred
• Strong problem-solving mindset with a structured approach to troubleshooting
• Customer-focused attitude with professionalism and empathy
• Ability to work in a fast-paced environment and manage multiple tickets within SLAs
• Availability to work West Coast hours