About Trick Dog Technology
Sourced by ZipRecruiter
Industry
Professional, scientific, and technical services
Company size
51 - 200 Employees
Headquarters location
Scottsdale, AZ, US
Year founded
2005
Other
Medical, Dental, Vision, Life, Retirement, PTO
Posted 2 days ago
Job description
About the Role
We are seeking a skilled and motivated Level 2 Service Desk / IT Services Engineer to join our Managed IT Security Services team. In this role, you will provide advanced technical support to both internal users and external clients, ensuring efficient service delivery and a high standard of customer experience.
You'll work alongside a team of experienced security professionals dedicated to maintaining full network visibility and implementing proactive, defense-driven IT and security strategies. This position requires strong technical expertise, attention to detail, and a commitment to maintaining the highest standards of integrity and confidentiality.
Key Responsibilities
Help Desk & Ticket Management
Required Experience & Skills
We are seeking a skilled and motivated Level 2 Service Desk / IT Services Engineer to join our Managed IT Security Services team. In this role, you will provide advanced technical support to both internal users and external clients, ensuring efficient service delivery and a high standard of customer experience.
You'll work alongside a team of experienced security professionals dedicated to maintaining full network visibility and implementing proactive, defense-driven IT and security strategies. This position requires strong technical expertise, attention to detail, and a commitment to maintaining the highest standards of integrity and confidentiality.
Key Responsibilities
Help Desk & Ticket Management
- Manage and triage support requests via phone, email, and ticketing systems
- Monitor and respond to NOC alerts including server outages, performance issues, failed backups, and security alerts
- Provide technical support to internal users
- Participate in an on-call rotation (1-week intervals for after-hours alert response)
- Serve as a primary technical contact for assigned clients
- Prepare and deploy virtual hosts and IDS systems for client environments
- Perform system decommissioning and secure data wipes
- Conduct routine monthly maintenance (patching, backups, firmware updates, performance checks)
- Troubleshoot a wide range of IT issues including:
- Workstations and servers
- Networking and wireless systems
- Printers and peripherals
- Virtualization platforms
- Storage and backup systems
- Maintain accurate client documentation
- Perform daily system health checks and reporting
- Meet billable utilization targets (approx. 55% client-facing work)
- Support virtualization platforms (VMware, Proxmox) and Linux-based systems
- Assist with cloud and datacenter environments (AWS or similar platforms)
- Support internal network infrastructure and users
- Assist with system updates across infrastructure (hosts, storage, firewalls, switches)
- Follow security best practices including access control, encryption, and compliance frameworks (e.g., SOC 2, HIPAA)
Required Experience & Skills
- 3-5 years of experience in IT support or service desk environments
- Strong knowledge of:
- Windows, macOS, and Linux operating systems
- Active Directory and Microsoft 365
- Networking fundamentals (DNS, DHCP, TCP/IP)
- Experience with virtualization technologies (VMware, Hyper-V, or similar)
- Familiarity with cloud platforms (AWS, Azure, or similar)
- Proven troubleshooting and problem-solving skills across diverse IT environments
- Ability to manage multiple priorities and meet SLA-driven deadlines
- Excellent communication and customer service skills
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
- Experience in managed services or security-focused environments
- On-call rotation for after-hours support
- Occasional travel to client sites
- Ability to lift and transport IT equipment
- Combination of onsite and remote work flexibility
- Prolonged periods of sitting and computer use
- Medical, Dental, Vision, and Life Insurance
- Paid Time Off (PTO) and 10 paid holidays
- 401(k) program
- Ongoing training, certifications, and career development opportunities
trickdogtechnology.com
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Frequently asked questions
Q: What skills or qualities help someone succeed as a Help Desk Engineer?
A: To succeed as a Help Desk Engineer, key technical skills include proficiency in operating systems (Windows, Linux, macOS), familiarity with common software applications, and knowledge of networking fundamentals. Essential soft skills include strong communication and problem-solving abilities, patience and empathy when interacting with customers, and the ability to work effectively under pressure in a fast-paced environment. By combining these technical and soft skills, Help Desk Engineers can efficiently resolve customer issues, build trust, and contribute to a positive customer experience, ultimately supporting their career growth and effectiveness in the role.
Q: What is the career path for a Help Desk Engineer?
A: A Help Desk Engineer's typical career progression involves starting as a Help Desk Technician, providing initial technical support to customers or end-users, and then advancing to roles such as Senior Help Desk Technician, Technical Support Specialist, or IT Support Manager, where they oversee teams and develop more complex problem-solving skills. Key opportunities for skill development include learning about various software applications, hardware configurations, and network protocols, as well as developing strong communication and troubleshooting skills. Long-term career prospects may lead to roles such as IT Project Manager, Technical Account Manager, or even a career transition into specialized fields like cybersecurity or network engineering.
