Response and Resolution Engineer II

Service Desk Engineer II

• Resolve technical issues quickly and reliably to keep employees productive.
• Provide hands-on IT support across hardware, software, and systems in a multi-office environment.
• Develop and maintain AI-driven automations to improve service desk efficiency.
• Apply strong technical judgment, clear communication, and proactive problem-solving.

Ideal Candidate Traits

• Composed, service-oriented professional who prioritizes user experience.
• Methodical problem-solver who diagnoses issues systematically and documents findings.
• Builder mindset — identifies opportunities to automate repetitive work.
• Self-directed and accountable, managing workload and tickets independently.
• Transparent and detail-oriented with clear documentation practices.
• Discreet and trustworthy when handling sensitive systems, accounts, and data.

Core Responsibilities

• Troubleshoot and resolve hardware and software issues across workstations, peripherals, phones, and enterprise systems.
• Provide remote support and system configuration across multiple office locations.
• Analyze systems, programs, and applications to identify root causes of issues.
• Follow established SOPs for known issues and document new troubleshooting paths.
• Manage user accounts, device imaging, and system configuration.
• Maintain accurate hardware and asset inventory records.
• Communicate clearly with users, providing updates, timelines, and resolution confirmation.
• Prioritize support tickets and escalate issues appropriately with detailed context.

Automation & Process Improvement

• Design, build, and maintain AI-driven automations for service desk operations.
• Use tools such as Jira Automation, Jira Service Management AI, Power Automate, Replit, and custom AI agents.
• Identify workflow inefficiencies and implement scalable automation solutions.
• Document automation logic, triggers, dependencies, and processes.
• Monitor automation performance and continuously improve reliability and accuracy.
• Collaborate with senior IT staff to test, deploy, and refine automation initiatives.
• Ensure all automation solutions follow security, compliance, and data handling best practices.

Success Indicators

• Technical issues resolved efficiently with clear documentation to prevent repeat problems.
• Positive end-user support experience through clear communication and follow-through.
• Implementation of effective automations that reduce manual work and improve response times.
• Well-documented tickets and solutions that strengthen team knowledge sharing.
• Reliable and continuously improved automation workflows.
• Strong collaboration with senior technicians and IT leadership leading to faster resolution cycles.
• Long-term reduction of recurring issues and improved service desk efficiency.

Technologies & Requirements

• Microsoft Windows 10/11, Windows Server
• Microsoft Office 365, Azure, Intune, Active Directory
• Jira and Jira Service Management
• Power Automate, Replit, custom AI agents
• ServiceNow or similar ITSM platforms
• Associate’s degree in IT or equivalent experience
• 3+ years of IT-related experience required

Mega Awesome Perks:

• Medical, dental, vision, and life and disability insurance
• 401(K) matching
• Birthday celebrations
• Health and wellness initiative including gym membership
• Annual parties
• PTO and Flex holidays
• Company sponsored outings

MegaCorp Logistics, LLC is an Equal Opportunity Employer. *All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability or protected veteran status.*

If you are unable to apply online due to a disability, contact the HR Department at

(910) 332-0820 ext. 1030