Help business users solve technology problems with care, clear explanations, and useful documentation.

The Work

Support business computers, accounts, applications, and networks. Troubleshoot issues, document work, keep clients informed, and ask for help when an issue needs another resource.

What Matters in This Role

Listen carefully, communicate clearly, work with integrity, and follow a consistent process. A good client experience matters alongside technical skills.

Experience to Discuss

Tell us about your experience with Microsoft business tools, devices, networks, troubleshooting, and service documentation. Explain how you approach unfamiliar problems.

Job Description

The Support Desk Engineer will work on-site and remotely using the latest technologies to transform our client’s business technology into systems that just work - securely. You will work to solve our client's business issues using great technology solutions. Requirements: must be professional, find true joy in helping people resolve their business technology issues, have a built-in culture of cyber security, have great problem solving and documentation abilities, have integrity, be trustworthy and dedicated to continual improvement. Must be willing to be part of a team that has fun providing significant value to our clients, including providing after-hours support and maintenance of their computer and network systems. Position is full time, salaried with benefits & incentive pay. Salary is dependent on experience. IMS is willing to train a person with the proper base capabilities on how to provide 'The IMS Way' of noDRAMA network support to our clients.

Desired Skills and Experience:

  • Install and support Microsoft desktop and server operating systems as well as Mac desktops and related programs
  • Install, design and support server and desktop virtualization environments built on Microsoft and Azure technologies
  • Install, administer, and support Microsoft Office 365 collaboration systems
  • Design and support Microsoft Active Directory, AzureAD and Group Policies
  • Design and support zero trust environments, client networks, switches, firewalls, VLANs, routers, VPNs and security
  • Support disaster recovery solutions as part of the IMS Business Continuity Solution program offering local and remote backup solutions
  • Install and support Microsoft SQL server and clients' line of business applications
  • Must possess and strive to establish a culture of cyber security in every aspect of your work
  • Automate the efficient support and down-time avoidance of client systems using best-of-class tools and systems
  • Install and support VOIP phone systems
  • Document client hardware and software
  • Must be able to communicate well with clients and team members
  • Be creative and innovative in enabling our clients to deliver great products and services

Professional and Vendor Certifications are desirable. A Bachelor’s degree is preferred. Ongoing training is expected and required. A training allowance is provided.

Duties and Responsibilities:

  • Document all time and expenses into our Professional Services Automation (PSA) tool
  • Attain proficiency and complete training on all in-house and client systems as directed
  • Must be able to accurately document all work performed, at the time it is performed, in our PSA tool and keep the client informed of the status of issue resolution.
  • Create and document internal processes and procedures
  • Provide maintenance and support of internal IT systems
  • Provide after-hours support and maintenance to client’s and their systems as required to minimize client downtime and achieve a WOW experience for our clients
  • Achieve Professional and Vendor certifications as directed by management
  • Work as a member of a team to improve customer service, perception and satisfaction
  • Communicate effectively with team members and clients
  • Must have the ability to be aware of the client’s business and gain specific knowledge of how their IT systems relate to their business strategy goals and operations
  • Ability to quickly and properly analyze an issue and take the proper steps to resolve the issue or elevate the issue to the proper resource for resolution
  • Must be self-motivated and self-directed with the ability to work in a fast-moving environment
  • Must enjoy working in an environment where assisting other team members in the support our clients is the #1 priority
  • Must have great people skills – this is a client facing support role
  • Must be creative and innovative in solving and supporting our client’s business needs

Before You Apply

Ask IMS about compensation, benefits, location, travel, schedule, and any on-call responsibilities. You can also complete the pre-interview questionnaire.

Introduce Yourself

Please do not include government identifiers, financial details, or confidential information from a current or former employer.

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Common Questions

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