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Service Desk Engineer

Location: Keller
Posted on: June 8, 2021

Job Description:

Who are you?

Do you enjoy video games, have a home network or enjoy learning about technology? Do you genuinely like people and enjoy explaining technology to your friends? Get ready to up "your technical game" and get the chance to work with more senior engineers? The Fulcrum Group might be the next step for a career in IT.

We need an additional person on our Service Desk. This isn't a "password reset only" service desk, though. You will need great communication skills, experience with Microsoft Office knowledge and understanding of business network basics, especially Windows infrastructure services such as DNS/DHCP.

Why us?

The Fulcrum Group, Inc. is a Growing IT Services firm with 19 years+ history in DFW and a great reputation with our clients and in the IT community. During your onboarding, you'll learn about our various tools and internal resources to help you grow. Work is fast-paced but we always make time for family, to celebrate success and enjoy each other's unique sense of humor. Ownership is engaged and active in the business, on a daily basis. We are a team.

We've won multiple vendors and industry awards, including Fort Worth Chamber Small Business of the Year in 2017, CRN's NextGen 250 Award, Digium's Pinnacle Partner of the Year, and Channel Futures MSP501 in 2020.

What we need

A Service Desk representative that would work one of our three shifts during the day, either 6 am-3 pm, 7 am-4 pm or 9 am-6 pm. Like most IT, there is an on-call weekly rotation, but there is a little extra compensation when it is your time on call.

You must be able to methodically perform desktop troubleshooting, whether hardware, software or network settings in Windows 10 Professional business environments. You must

  • Engage users and managers as people needing help,
  • Follow troubleshooting process,
  • Understand OSI and TCP/IP models,
  • Be able to check Active Directory,
  • Identify Group Policy settings, and
  • Complete administrative tasks

What you'll do

As our Service Desk Engineer, your skills should allow you to add value with common tasks such as:

  • Take incoming support calls and reviews incoming email tickets
  • Conduct remote control sessions with client contacts or direct to
  • Review monitoring tools and alerts, for deeper dives into issues
  • Resolve basic browsing and printing issues
  • Help users with Microsoft Office Suite
  • Troubleshoot email flow, filtering or Office 365 configuration
  • Provide spyware and virus response, following our security protocols
  • Work through client/server application issues, such as with QuickBooks
  • Follow SOPs and checklists established for specific clients, and
  • Document work and solutions in our ticketing system


  • Candidates should have earned an A+ and N+ certification, or similar practical experiences
  • Hands-on experience with Windows 10, understanding patching, network connectivity and hardware troubleshooting
  • General knowledge of computer networking terminology, common IT applications, processes, software, and equipment
  • Good data gathering and problem-solving following the troubleshooting process
  • Great oral and written communications skills
  • Occasional onsite client support and projects require the candidate to have dependable transportation for local travel in the DFW area

Bonus Skills

  • Bachelor's degree
  • Military Experience
  • Recent MSP or service delivery expertise
  • Skills in basic server administration, network backup tools, routing, switching or firewall technologies

Keywords: THE FULCRUM GROUP INC, Keller , Service Desk Engineer, Other , Keller, Texas

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