Service Desk Engineer

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!