Richard Fleischman & Associates

Service Desk Engineer

Posted Date 2 months ago(1/24/2020 10:55 AM)
US-NY-New York
Service Desk
Experience Level
Shift (Days/Times)
Sunday - Thursday (7AM - 4PM)


The Service Desk Engineer is the first line of support services to our customers via telephone, remote control software, or through on-site visits. To our callers it is the first experience of RFA’s high service standards, maintaining that standard is the main responsibility of the Service Desk.


Our candidates are solution-oriented problem-solvers who can thrive in a fast-paced, sometimes stressful environment while maintaining a professional and composed demeanor. He/ She will utilize their active listening, critical thinking and communication skills to continuously provide exceptional support services while promoting RFA’s brand as a client-centric, full-service technology provider.


  • Act as a critical front-line and provide direct support to all RFA clients
  • Resolve hardware and software issues by fielding telephone calls and emails, diagnosing problems, and escalating to management when needed
  • Assist system users by confidently troubleshooting Tier 1 and Tier 2 issues, including: Active Directory, MS Exchange, BES Server, and DNS
  • Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner
  • Interact with RFA clients using clear and concise communication in order to facilitate ticket status updates and product availabilities
  • Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall client
  • Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply most effective resolution methodology


  • Bachelor’s degree in Computer Science, Information Technology, or equivalent level of hands-on experience
  • 3-7 years of related IT experience in an enterprise or server based environment
  • Must have 3+ years of recent help desk/support desk experience
  • Financial services industry and MSP experience preferred
  • Excellent desktop and server troubleshooting skills
  • Strong hands-on experience in Windows Server, MS Exchange, Active Sync, Active Directory, Remote VPN Software, and Microsoft Office Suite
  • Knowledge of VMware, Citrix, MDM (Mobile Device Management), Disaster Recovery, and Cisco
  • Impeccable verbal/written communication
  • Exhibit a high-level of professionalism and sound judgment
  • Experience with ConnectWise or similar ticketing system preferred


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed