Service Desk Engineer

Gray is a fully integrated design-builder delivering end-to-end solutions across construction, professional services, specialty equipment, and real estate. Since 1960, Gray has grown from a regional contractor to a nationally ranked industry leader, serving top domestic and international companies in the following markets: Manufacturing, Food & Beverage, Data Centers, Advanced Technology, and Distribution. 

Our integrated approach allows us to deliver value at every phase of a project—from designing and building state-of-the-art facilities to fabricating custom process equipment and implementing advanced automation. 

But what truly defines Gray is our people. Our success is driven by passionate, collaborative team members who take pride in their work, value strong relationships, and are committed to doing the right thing for our customers and one another. At Gray, you’ll find a culture built on teamwork, accountability, and the opportunity to make a meaningful impact. 

“Personal growth precedes Gray’s growth.” – Stephen Gray, President & CEO, Gray, Inc.  

This position has no supervisory responsibilities.

The new team member is preferred to have a bachelor’s or technical/associate degree in a computer field; or a minimum one year related experience and/or training.  Any formal Microsoft, Cisco, Symantec, CompTIA, or other industry certifications a plus. Knowledge of Microsoft Windows 10 OS.  Knowledge of Microsoft Office 365 and OneDrive.  Knowledge of virtual conferencing solutions, Cisco WebEx preferred.  Knowledge of iOS mobile devices.  Any knowledge of Audio/Video solutions and setup a plus.  Knowledge of current antivirus/ antimalware/ antispyware security software.  Experience with imaging software highly desired. The selected candidate will have excellent communication skills. Must be physically present in the Lexington office.

The new team member should be an energetic, self-motivated individual who enjoys a team environment, as well as a passion for collaboration and professional development. If you are a high achiever striving to exceed expectations in a fast-paced innovative company, then Gray is the place for you.

The requirements listed above are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Provides advanced technical support and serves as an escalation point for complex incidents. Administers assigned IT platforms, performs problem analysis, improves support processes, and contributes to automation, projects, and the development of Associate engineers.

Bachelor, associate, or technical degree in a computer-related field preferred, or equivalent education and experience.

Typically 1-5+ years of progressive service desk, desktop support, systems support, or related experience.

Strong troubleshooting knowledge across Windows, Microsoft 365, identity, endpoint management, networking, and collaboration platforms.

Working administrative experience with platforms such as Microsoft Entra ID, Active Directory, Exchange Online, Teams, OneDrive, or endpoint management tools.

Basic scripting or automation capability, preferably PowerShell.

Working knowledge of incident, request, problem, change, and knowledge management practices.

Strong communication, documentation, coordination, and peer coaching skills.

• Resolve escalated and complex incidents involving endpoints, applications, identity, access, networking, and collaboration services.
• Use logs, administrative consoles, remote support tools, and diagnostic utilities to isolate and resolve technical issues.
• Administer assigned enterprise platform functions within delegated permissions and change-control requirements.
• Diagnose device deployment, enrollment, patching, encryption, policy, software distribution, and compliance issues.
• Troubleshoot complex provisioning, group membership, synchronization, MFA, and authentication issues.
• Identify recurring incidents, perform initial root-cause analysis, document workarounds, and coordinate corrective actions.
• Develop and maintain approved scripts, automations, ticket workflows, technical procedures, and knowledge articles.
• Mentor Associate engineers and provide technical demonstrations and troubleshooting guidance.
• Participate in upgrades, migrations, office deployments, application rollouts, testing, change validation, and hypercare.
• Coordinate with infrastructure, network, security, application, and vendor teams during priority incidents and projects.

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the team member is frequently required to stand, walk, sit, use hands, reach with hands or arms and talk or hear.  They may occasionally be required to climb or balance, stoop, kneel, or crouch.  Must occasionally lift and/or move up to 50 pounds. Specific vision abilities required include close vision.

Generally, normal office environments where noise level is moderate and temperature/humidity is controlled. Overtime may be required.

Gray is proud to be an Equal Opportunity Employer and welcomes everyone to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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