Help Desk Engineer (Windows / Linux Server)

IT Associates is a Managed IT Services firm from Chicago, seeking a Client Support Engineer to join their 1st Line Support team. The role focuses on providing high-quality support for client incidents and service requests, utilizing ServiceNow to manage incoming tickets and ensuring timely resolution.

Responsibilities:

• Respond to client issues via phone, voicemail, email, and customer portal
• Monitor and manage incident alerts, ensuring timely progression within defined service levels
• Complete scheduled tasks within agreed timelines
• Maintain clear and effective communication with clients
• Escalate incidents appropriately to senior engineers when required
• Notify the Team Leader of emerging or recurring issues
• Follow ITIL-based processes and best practices
• Share knowledge across the team and contribute to continuous improvement
• Create and maintain documentation within the knowledge base

Requirements:

• 1–2 years of experience in UNIX/Linux server troubleshooting and maintenance
• 1–2 years of experience in Windows enterprise‑level server troubleshooting and maintenance
• 1–2 years of ITIL experience within an enterprise environment
• 1-2 years of enterprise-level public-facing customer-service experience via phone communication
• At least 2 years of experience in server‑level CPU, memory, and storage troubleshooting for both Windows and UNIX/Linux environments
• Strong dedication to backing up and preserving restoration data prior to making changes within a live server environment and not making changes without proper change approvals
• Strong technical documentation skills with a focus on building knowledge book articles, troubleshooting steps recordkeeping for research utilization
• Ability to work both alone and within a team for at minimum 12 hours per day for at least 6 months
• A dedicated remote‑work area suitable for confidential record‑keeping and handling essential personal identifiable information
• Comfortable working in command line environment (IBM/Linux). Mainframe password resets
• Experience with ServiceNow or willingness to learn
• Communicate effectively – to both client(s) and teams
• Professional and excellent customer service skills
• Being available the entire shift to answer phone client calls
• Strong teamwork and collaboration skills
• Ability to document processes clearly and concisely
• Communication is key… must be able to quickly identify issues, document next steps in their tickets
• Expected to quickly learn and train in ServiceNow ticket environment
• Ideal candidate must accept tickets within a short window of time