**Experienced Full Stack Service Desk Engineer – Remote Desktop Support for National Managed Service Provider**

Are you a highly skilled and empathetic IT professional looking for a challenging and rewarding remote work opportunity? Do you have a passion for delivering exceptional customer service and technical support? If so, we invite you to join our team as a Full Stack Service Desk Engineer, providing remote desktop support to our clients across the country. **About Us** At Mpathic, we're dedicated to helping enterprises achieve their mission by delivering world-class omnichannel contact center services. We believe that technology should enhance humanity, not replace it. Our team is passionate about making a positive impact on people's lives, and we're looking for like-minded individuals to join our ranks. **Job Summary** As a Full Stack Service Desk Engineer, you'll be the primary point of contact for our clients, providing technical support and troubleshooting for a wide range of IT-related issues. You'll work closely with our team to resolve complex problems, collaborate with external vendors, and ensure that our clients receive the highest level of service. **Responsibilities** * Perform Microsoft Windows Server administration in an Active Directory environment for multiple organizations * Provide administration and maintenance of end users' computers and associated systems in various LAN/WAN environments * Install and configure operating systems for Windows Servers and Desktop systems * Isolate and resolve hardware and software problems involving applications, operating systems, hardware, communications infrastructure, or any combination thereof * Contribute to computer and network security using a variety of security-based software products and hardware appliances * Provide corporate networking and infrastructure device(s) support, especially as it relates to end-user devices * Provide 2nd and 3rd-level contact and problem resolution to hardware, software, and applications issues for customers * Resolve user-reported technical issues using available resources while following documented procedures and policies * Explain computer and software operations to technical and non-technical users * Document, track, and monitor problems to ensure timely resolution with our internal systems (RMM and case tracking systems) * Serve as liaison between customers and external support staff to ensure accurate problem interpretation and maintain communication with customers during the problem resolution process * Work with third-party IT vendors, providing management and oversight * Perform other duties as assigned **Requirements** * Empathetic attitude and excellent communication skills * Experience working as a Windows System Administrator or similar IT Service Desk role * IT customer service experience in a fast-paced help desk or customer contact environment * High School Diploma or equivalent required; college degree preferred * Industry-standard certifications (MCSA, Security+) or related experience may be substituted in lieu of a degree * Related certifications (A+, Net+, MCP, MCSE, CCNA, CCNP) * Must be authorized to work in the US **Knowledge and Skills** * Microsoft Products: Windows 7/10, Server 2012, 2016, 2019 Microsoft Exchange (on premise and O365) * Email security (O365 and third-party) * Active Directory, including Azure AD * Azure Administration * Windows server roles, DNS, DHCP, RDS, etc. * PowerShell scripting * VMWare or Hyper-V * Remote management of PCs * PC hardware (laptops and desktops), printers, scanners, computer peripherals * Domain setup and maintenance * Office 365 administration and licensing * Creating and installing SSL certificates * Strong interpersonal skills, ability to work autonomously and on a team **Work Environment and Culture** As a remote worker, you'll have the flexibility to work from the comfort of your own home. Our team is passionate about delivering exceptional customer service, and we're looking for like-minded individuals to join our ranks. We offer a collaborative and supportive work environment, with opportunities for growth and development. **Compensation and Benefits** * Competitive salary: $40,000 - $50,000 per year * Comprehensive benefits package, including health, dental, and vision insurance * 401(k) retirement plan with company match * Paid time off and holidays * Opportunities for professional growth and development **How to Apply** If you're a motivated and experienced IT professional looking for a new challenge, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! **Equal Employment Opportunity** Mpathic is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion. **Application Process** Ready to join our team? The first step is easy. Click the link below to apply now, and we'll be in touch soon! Apply for this job