# Service Desk Engineer

**Company**: Synopsys
**Location**: Exton, Pennsylvania
**Work arrangement**: onsite
**Experience**: mid
**Job type**: full-time
**Salary**: $0-$0
**Category**: IT
**Industry**: Technology
**Ticker**: SNPS
**Wikidata**: https://www.wikidata.org/wiki/Q2303478

**Apply**: https://careers.synopsys.com/job/exton/service-desk-engineer/44408/102923301632?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/service-desk-engineer-bd1548dd-a7e/

## Description

Synopsys software engineers are key enablers in the world of Electronic Design Automation (EDA), developing and maintaining software used in chip design, verification and manufacturing.

In this role, the Service Desk Engineer II will join the AGI IT Service Desk team and will be responsible for AGI’s ServiceNow request processes, including daily ticket SLA / SLO monitoring, request ticket queue assignment, incident triage remediation, request resolution, knowledge base article creation and user onboarding / offboarding processes.

Responsibilities:

- Lead and delegate within the Service Desk team to ensure appropriate on-site technical support is available.

- Triage and prioritize the Service Desk ticket queue to respond to and close tickets within SLA expectations.

- Grow and train Service Desk technicians to troubleshoot up to and including level 2 / 3 tickets.

- Refresh hardware for end-user devices and manage hardware inventory.

- Own, write, and update documents for all team processes and procedures.

- Collaborate with the Support Operation Teams for incident escalation and support of new projects and architecture upgrades.

- Identify, communicate, and delegate work to other technicians on the team.

- Effectively communicate with end-users to identify and troubleshoot IT issues.

- Resolve L1/L2 issues across a large span of technologies.

The Impact You Will Have:

- Reduce ticket backlog and improve response times.

- Improve the end-user experience by resolving issues quickly and communicating clearly.

- Help the Service Desk team grow their capabilities.

- Strengthen the overall IT environment and reduce risk across the organization.

Requirements:

- Bachelor’s degree in information technology or minimum of two years of helpdesk experience.

- Current technical understanding of hardware and software technology.

- Ability to work closely with ServiceDesk team members and take direction from the Service Desk manager.

- Communicates with ServiceDesk Manager regarding necessary actions and suggested approaches.

Benefits:

- Comprehensive medical and healthcare plans.

- Time away programs.

- Family support, including maternity and paternity leave.

- ESPP program.

- Retirement plans.

- Competitive salaries.

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## Skills

### Required
- ServiceNow
- hardware
- software
- troubleshooting
- communication

### Nice to have
- industry certification on hardware and software

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Source: [Apply at careers.synopsys.com](https://careers.synopsys.com/job/exton/service-desk-engineer/44408/102923301632?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)