Entre Computer Services · 2 months ago
Service Desk Engineer
Rochester, NY
Full-time
Onsite
Mid Level
$55K/yr - $70K/yr
3+ years expEntre Computer Services is Rochester's leading provider in technology services, and they are seeking a skilled Service Desk Engineer to join their team. The role involves providing technical support and maintaining the IT infrastructure, focusing on network troubleshooting and Active Directory maintenance.
IT ManagementSoftwareWeb Development
Responsibilities
Provide technical support and troubleshooting for network-related issues, including LAN/WAN, VPN, and wireless connectivity
Perform maintenance and administration tasks for Active Directory, including user management, group policies, and domain controller management
Provide first and second-line technical support to internal users via phone, email, and ticketing system
Troubleshoot and resolve issues involving firewalls, VPNs, and other security appliances
Collaborate with the network engineering team to escalate and resolve complex issues
Manage user access and permissions related to network and security systems
Monitor network performance and respond to alerts to minimize downtime
Maintain detailed and accurate documentation of support tickets, configurations, and processes
Ensure compliance with IT policies, procedures, and security standards
Participate in on-call rotation or after-hours support as required
Qualification
Required
3+ years of experience in a service desk or IT support role with a strong focus on networking
Solid understanding of TCP/IP, DNS, DHCP, and general networking concepts
Experience with firewall configuration and troubleshooting (e.g., Fortinet, Cisco ASA, Palo Alto)
Hands-on experience supporting VPNs, remote access, and site-to-site tunnels
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Ability to work independently and collaboratively in a fast-paced environment
Experience with Windows and/or macOS environments
Preferred
Industry certifications such as CompTIA Network+, CCNA, Fortinet NSE, or similar
Experience working with ITSM ticketing systems (e.g., ServiceNow, Zendesk, Jira)
Knowledge of Active Directory, group policies, and user provisioning
Familiarity with ITIL best practices
Manage Windows Server operating systems, including installation, configuration, and ongoing maintenance
Administer Office 365 environments, including user provisioning, licensing, email configuration, and SharePoint/OneDrive management
Respond to service desk tickets and requests in a timely manner, ensuring high levels of customer satisfaction
Collaborate with cross-functional teams to resolve complex technical issues and implement IT projects effectively
Document processes, procedures, and configurations to maintain accurate records and facilitate knowledge sharing
Company
Entre Computer Services
Entre Computer Services is an IT management service and web & application development company.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Andre Godfrey
President/CEO
Recent News
Rochester Business Journal
2025-04-24
Rochester Business Journal
2025-02-20
Rochester Business Journal
2025-01-14
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