Service Desk Engineer

Join Triumph!

At Triumph, our vision is a world where freight transactions are accurate and seamless on the most modern and secure freight transaction network. That’s why we’re looking for passionate, innovative, solutions-oriented people to join our team. We thrive on providing exceptional customer service and we look for team members with an entrepreneurial spirit and a passion to build successful partnerships with our clients. Because at the end of the day our goal is to help our partners businesses run better.

At Triumph, our vision is a world where freight transactions are accurate and seamless on the most modern and secure freight transaction network. That’s why we’re looking for elite, solutions-driven professionals to join our team. We thrive on delivering exceptional service and seek team members with a high-performance mindset, entrepreneurial spirit, and a passion for building lasting partnerships. If you're ready to raise the bar and help our partners' businesses run better—this is your moment. 

Position Summary

The Level 2 Service Desk Engineer is a critical technical role responsible for resolving escalated issues, mentoring junior staff, and ensuring seamless IT operations. This is not an entry-level position. The successful candidate will demonstrate deep technical expertise, exceptional troubleshooting skills, and a relentless commitment to customer satisfaction. 
 
The ideal candidate is a self-starter who thrives in fast-paced environments, communicates clearly, and consistently delivers results. They are expected to stay current with industry trends, proactively improve service delivery, and take ownership of complex technical challenges. 

Essential Duties & Responsibilities 

Respond to and resolve escalated technical issues via phone, email, chat, and in-person support. 

• Troubleshoot and resolve complex issues involving 

• Windows/Macos/Linux Operating Systems

•  Microsoft 365, Exchange Online, Azure AD 
•  VPN, DNS, DHCP, and basic networking 
• Endpoint management (Intune, JAMF) 
• Provide white-glove support to C-Suite and executive stakeholders. 
• Mentor and guide Level 1 engineers; serve as a technical escalation point. 
• Maintain accurate documentation of incidents, resolutions, and procedures. 
• Follow and improve ITIL-based processes for incident, problem, and change management. 
• Participate in on-call rotations and respond to critical incidents with urgency. 
• Collaborate with infrastructure, security, and application teams to ensure operational excellence. 
• Continuously seek opportunities to improve IT service delivery and user experience. 
• Perform other duties as assigned by the Service Desk Manager. 

Experience & Education

• Bachelor’s degree in computer science, Information Technology, related field or equivalent experience.  
• 3+ years of experience in technical support, with at least 2 years at Tier 2 level. 
• Experience providing desk-side and remote support in a corporate environment. 
• Prior experience mentoring junior technical staff is strongly preferred. 
• Demonstrated ability to support and troubleshoot: 
•   - Active Directory, Group Policy, Exchange Admin Center 
•   - Microsoft Intune, JAMF 
•   - Windows 10/11 and macOS 

  - Virtual Desktop Infrastructure 
  - VPN, DNS, DHCP, and basic networking 

• Experience with: 
•   - Reliability modeling, simulation, and analysis 
•   - Statistical analysis and data-driven decision making 
•   - Project management and process improvement (ITIL, Lean, Agile) 
• Familiarity with tools and platforms such as: 
•   - JAMF, Intune, VMWare Horizon, IGEL, OKTA, Slack, Zoom, FiServ, Azure, FreshService, Five9, Mitel, ControlUp, ADManager Plus, SharePoint 
• Knowledge of Microsoft Office Suite is required. 

Skills & Abilities Required 

• Strong technical troubleshooting and analytical skills. 
• Ability to communicate clearly and professionally with technical and non-technical users. 
• Proven ability to work independently and as part of a high-performing team. 
• Strong organizational skills and ability to manage multiple priorities. 
• Demonstrated ability to work in cross-functional teams and mentor others. 
• Must be capable of delivering under pressure and in time-sensitive situations. 
• Must be a team player and build strong working relationships across departments. 
• Must be able to travel occasionally within a 20-mile radius of our corporate office. 
• Strong customer service orientation and a commitment to excellence. 

Work Environment

• Must be physically capable of stooping, bending, and lifting up to 20 lbs to place technology supplies and equipment. 
• Moderate noise (i.e., business office with computers, phones, printers). 
• Ability to work in a confined area and sit at a computer terminal for extended periods. 
• Occasional stooping or kneeling may be necessary. 
• Regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer keyboard and telephone. 
• Specific vision abilities required due to computer work. 
• Regular, predictable attendance is required. 

We Offer

• Medical, Dental, Vision

• Paid Time Off

• 401(k) with company match 

• Career Development Opportunities

• A high-performance culture where your contributions matter 

Go on. Do it. Apply Today! 

#Li - Jh1

We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.

Go on.  Do it.  Apply Today!