Golden Five Consulting · 2 months ago
IT Service Desk Engineer Batavia, Illinois Onsite
Batavia, IL
Full-time
Onsite
Entry, Mid Level
2+ years expGolden Five Consulting is seeking an IT Service Desk Engineer to provide high-quality technical support and exceptional customer service to end users. The role involves on-site Service Desk assistance, remote support, and collaboration with internal service providers to resolve incidents and service requests efficiently.
Business IntelligenceCloud Data ServicesInfrastructure
Responsibilities
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 high-priority 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
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
Participate in off-hours triage and incident response as required by procedures
For non-critical incidents, schedule follow-up during standard business hours
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
Qualification
Required
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
ITIL Foundation Certification
CompTIA A+ or Network+
Microsoft Certified: Modern Desktop Administrator Associate or equivalent
Company
Golden Five Consulting
Golden Five Consulting aims at business intelligence, website development, cloud, enterprise application and infrastructure services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Prabhat Nigam
Global Chief Technology Officer
Company data provided by crunchbase