Help Desk Engineer

The Help Desk Engineer is accountable for assisting clients in need of remote support.  The Help Desk Engineer will ensure a timely response and appropriate resolution to clients having technical issues that have reached out to The Walker Group’s OnCall department.


  • Triage and solve issues communicated via phone, e-mail or alerting systems
  • Efficiently use remote control tools to support clients
  • Document all activities conducted
  • Identify, track and escalate severe issues and problematic trends in a timely manner
  • Solve backup failures and restore files
  • Setup and troubleshoot e-mail functionality, workstations, servers and appliances
  • Malware/Virus clean-up
  • Setup and configure mobile devices
  • Occasional internal IT support


  • 2+ years’ experience providing help desk support in a fast-paced environment
  • 1+ years’ recent experience supporting Microsoft operating systems
  • Excellent communication and customer service skills
  • General knowledge of IT concepts
  • Ability to configure mobile devices
  • Ability to troubleshoot desktop and laptop hardware
  • Mac experience and SonicWall experience preferred
  • A+ Certification is preferred
  • Backup Experience is preferred