Why GFI?

GFI Digital is a locally owned, industry-leading provider of office technology solutions, helping businesses thrive for over 25 years. From managed IT and print solutions to networking, security, and unified communications, we make technology simple and impactful for our clients. Our success is driven by our people, and we’re committed to creating an environment where employees can grow, learn, and build long-term careers. If you’re looking for a company that truly cares about its people and its customers, GFI Digital is for you.

Service Desk Engineer Job Description:

As a Service Desk Engineer, you will be responsible for delivering exceptional customer service by implementing, maintaining, troubleshooting, and optimizing workstation and server hardware, software, network equipment, and connectivity. This role requires strong customer service orientation, excellent verbal and written communication skills, and a proactive approach to supporting clients effectively.

Schedule: This is a Full-Time position with in-office and hybrid schedules available.

Key Responsibilities:

Participate in white-glove calls, especially during high-urgency or sensitive technical escalations, delivering calm, expert communication and resolution
Deploy technical solutions to solve recurring issues, improve system performance, or implement new services for clients
Analyze trends in ticket data or client feedback to identify areas for technical improvement and proactively address potential issues
Troubleshoot network equipment such as switches, firewalls, and wireless access points
Remediate compromised accounts via anti-virus/malware software
Support various email systems (O365, GSuite) using SPAM filtering tools (Graphus, Inky, Mimecast, Defender)
Administer and maintain end-user accounts, permissions, and access rights (e.g., password resets, new user/workstation setups)
Set up, install, and troubleshoot various products, including the Microsoft Office Suite and other Windows applications
Provide third-party vendor management assistance
Ensure that Service Level Agreements are met for all customers

Qualifications:

3-4 years of hands-on IT support experience in a similar role (deploying and troubleshooting Windows workstations and applications, supporting and maintaining Windows Server environments)
3 years of MSP experience
Working knowledge of Windows Servers and Networking hardware protocols
Strong documentation skills, producing accurate documentation related to client environments and issue resolution
Ability to effectively prioritize and execute tasks in a high-pressure environment
Keen attention to detail
Ability to absorb and retain information quickly
Highly self-motivated
Proven analytical and problem-solving abilities
Solutions-focused
Ability to multi-task and organize and prioritize deadlines accordingly
Always exhibit professional appearance and demeanor

Preferred Qualifications:

Education: College Diploma or Degree in Computer Science
Experience: 3-4 years of Hands-on IT support experience. Experience working with third-party vendors.
Certifications: Microsoft, CompTIA, Cisco, and others

Soft Skills:

Precise attention to detail and a high level of organization
Excellent communication and interpersonal skills
Highly self-motivated and directed
Able to meet deadlines and follow clear instructions

Benefits & Perks:

We believe in taking care of our team both professionally and personally. That’s why we offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance.

Financial & Retirement

401(k) with company match to help you plan for the future
Referral bonus program. Get rewarded for bringing great people to the team.

Health & Wellness

Medical, Dental, and Vision Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Life Insurance coverage
Employee Assistance Program (EAP) for confidential counseling and support services
Paid Time Off starting on your hire date
Sick Time Off
Employee Discount Program for added savings

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