Service Desk Engineer

At AlixPartners, we solve the most complex and critical challenges by moving quickly from analysis to action when it really matters; creating value that has a lasting impact on companies, their people, and the communities they serve. By understanding, respecting, and honoring the needs of our employees, clients, and communities, AlixPartners actively promotes an inclusive environment. We strongly believe in the value that diversity brings to our experiences and are committed to the perpetual enhancements of initiatives, policies, and practices. We hold ourselves accountable by providing the space for authenticity, growth, and equity for everyone.

AlixPartners has embraced a hybrid work model to provide flexibility and support our employees' work-life integration. Our hybrid model combines a mix of in-person at an AlixPartners office. This role has one remote day a week.

What you'll do

In this critical role on AlixPartners' Corporate Services Information Technology team, a successful Service Desk Engineer will work on the IT Service Desk to provide a high level of customer service and software/hardware problem resolution. This will be achieved by performing in-depth diagnosis and guiding users through step-by-step solutions to ensure a successful outcome when fielding calls from the user base, creating the initial record of the request and resolving all Level One/Level Two end-user problems over the phone or in-person.

You will also participate in the onboarding/offboarding process. This includes, but isn't limited to, set-up of accounts and new equipment, and distributing technology to new employees.

We seek a highly organized, detail-oriented person who can work independently and manage multiple projects with competing priorities. Clear communication, teamwork and professionalism are key core values that this candidate would need to display.

The Service Desk Engineer is in New York, NY, reporting to the Service Desk Lead. Paid relocation is not available. Shift is 10:00 AM - 7 PM. There are approximately 4 on-call shifts a year.

• Coordinate and monitor the creation of user information: user ID, email, and mobile phone.
• Coordinate timely setup and distribution of new equipment by directly organizing the Service Desk staff to facilitate.
• Handle incoming IT queries and help requests from end users, either via email, chat message or over the phone in a timely fashion. Take detailed notes of the problem the user is experiencing, determine steps can be taken to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user's issue.
• Directly resolve user technical issues as they arrive. This can involve In-person help, remotely accessing the user's computer and making changes to their system and settings or walking the user through steps they can take to resolve the issue on their own.
• Maintain detailed records of user issues with software and hardware. These notes can help diagnose and repair complex issues and provide IT departments with data regarding recurring issues and problems reported by multiple users. By maintaining detailed records, the service desk team can also look at a user's history of software or hardware issues and make recommendations to prevent future problems.
• Escalate requests that cannot be resolved by the Service Desk to higher level IT teams and contact third-party vendors for warranty service repair as necessary.
• Provide routine contact support one-on-one end-user problem resolution over the phone or by email.
• Maintain and ensure the accuracy of all asset information for all PCs, local/networked printers, monitors and defined peripherals.
• Administer mobile technology (not limited to) iOS, Lenovo Commercial Vantage, and Intune.
• Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
• Participate and assist in office moves, including user's workstation (Laptop, Monitors, Phone, docking station, Keyboard/Mouse, Network cables...etc.) move and setup from one area/floor to another, or new workstation setup.
• Document all processes with a remit for continuous improvement/evolution of the process.
• Additional responsibilities as identified; this description is not designed to encompass a comprehensive listing of required activities, duties or responsibilities.

What you'll need

• Minimum 1 year of experience in a similar position highly preferred.
• Knowledge of Exchange ActiveSync.
• Knowledge of Microsoft Office 365, Outlook, Teams, Desktop and Laptop PCs, Windows 10/11, Mac OS, relevant software, printers, and networking.
• Familiarity with working from a ticketing system as part of a larger team supporting many clients.
• Knowledge of A/V and VDI support.
• Customer service oriented with highly effective interpersonal skills and the ability to provide white glove support in a professional manner to people at all levels, including C-Suite.
• Ability to work within a team in high-volume and time sensitive situations.
• Excellent attention to detail with the ability to manage and prioritize responsibilities effectively, adapt to changing circumstances to meet key deadlines under time constraints so work is completed in an accurate, timely manner.
• Willing to learn; adaptable with a "can do" attitude.
• Excellent written and verbal communication skills in English; other languages are beneficial.
• Ability to lift 50 lbs.
• Occasional travel, less than 5% and occasional non-normal business hours maintenance.
• Shift is 10:00 AM - 7 PM. There are approximately 4 on-call shifts a year (very small chance of coming in on weekends pending special projects or moves).
• Willingness to work outside of normal business hours, and as unique projects/needs arise.
• Ability to work full time in an office and remote environment; physically able to sit/stand at a computer and work in front of a computer screen for significant portions of the workday
• Must become familiar with, and promote and abide by, our Core Values as defined by the AlixPartners'Code of Conduct and foster an inclusive environment with people at all levels of an organization

The firm offers a comprehensive benefits program including health, vision, dental, disability, 401K, tuition reimbursement, identity theft protection, and mental wellness support. Employees will also receive a generous paid leave policy including vacation/personal time starting at 5.67 hours per pay period, sick time up to 80 hours annually, parental leave, and twelve holidays.

The hourly range for this role takes into account a number of factors and is between $31/hr. - $34/hr. with potential eligibility for an annual discretionary bonus.

AlixPartners is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. AlixPartners is a proud Silver award-winning Veteran Friendly Employer.