Service Desk Engineer

We Are

Synopsys is the leader in engineering solutions from silicon to systems, enabling customers to rapidly innovate AI-powered products. We deliver industry-leading silicon design, IP, simulation and analysis solutions, and design services. We partner closely with our customers across a wide range of industries to maximize their R&D capability and productivity, powering innovation today that ignites the ingenuity of tomorrow.

You Are

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. In addition, this role will be working with the Support Operation Teams for incident escalation and support of new projects and architecture upgrades to help enhance the AGI IT environment (including automation via scripts). This individual is expected to operate at a mid-level engineer and own the areas listed below, which includes being able to clearly present and communicate triage solutions to end users, applications architecture, security compliance, and access entitlement for their area of responsibility.

What You'll Be Doing

• Able to lead and delegate within the Service Desk team, ensure appropriate on-site technical support is available, and overall operations of the team to more efficiently for the best technical support to the end users.
• Able to triage & prioritize the Service Desk ticket (request) queue so that tickets are responded to and closed within SLA expectations. Updates are provided appropriately to the end users and tickets are triaged appropriately before moving up to a level 3 technician.
• Ability to grow & train Service Desk technicians to troubleshoot up to and including level 2 / 3 tickets.
• Refreshes hardware for end user devices and works to plan, purchase, and deploy on schedule.
• Maintains the hardware inventory (CMDB) and updates to show accurate end user ownership, usage, and end of life needs.
• Owns, writes, and updates documents for all team processes and procedures for areas of responsibility.
• Responsible for collaborating and checking any tickets requested by the parent organization for break-fix issues to the AGI Service Desk.
• Supports special projects including but not limited to CMMC, Operations Support, Compliance, Vulnerability remediation, and others as needed.
• Able to identify, communicate, & delegate work listed above to other technicians on the team.
• Able to effectively communicate with end-users to identify and troubleshoot IT issues, both on-site and remotely.
• Able to resolve L1/L2 issues across a large span of technologies, including but not limited to printers, web conferencing equipment, servers, monitors, TVs, peripherals, and workstations.

The Impact You Will Have

• You will reduce ticket backlog and improve response times by owning the triage process and making sure the right work gets prioritized every day
• Your documentation and knowledge base contributions will help the entire team resolve issues faster and with more consistency
• You will directly improve the end user experience by resolving issues quickly and communicating clearly about what is happening and when
• Your hardware refresh planning will keep devices up to date and reduce downtime caused by aging equipment
• You will help the Service Desk team grow their capabilities, reducing escalations and building a stronger bench of technical talent
• Your collaboration on compliance and security projects will strengthen the overall IT environment and reduce risk across the organization
• You will create a more reliable and predictable support experience for engineers who depend on their tools working when they need them

What You'll Need

• Able to work closely with ServiceDesk team members to triage incidents and requests, assign tickets to proper escalation queues and take direction from the Service Desk manager.
• Communicates with ServiceDesk Manager regarding necessary actions and suggested approaches to accomplish objectives
• Conveys information clearly and concisely to ensure team remains focused on objectives
• Current technical understanding of hardware and software technology
• Explains benefits to stakeholders to gain acceptance of changes
• Presents information, analyses, and recommendations to stakeholders
• Is accessible to employees at all levels; addresses customer service deficiencies by identifying solutions.
• Able to lead small to mid-size workloads by prioritizing critical work and de-prioritizing less critical work.
• Investigates issues and takes corrective action, as appropriate.
• Serves as a team member for various projects to support new processes, procedures and compliance.
• Applies technical knowledge of IT system to ensure access to, and security of, the system.
• Recognizes areas needing improvement and takes training to increase skills.
• Implements guidelines to improve products and services documentation.
• Investigates issues and takes corrective action, as appropriate.
• Perseveres on project despite changing objectives, deliverables, and deadlines.
• Exemplifies AGI Culture through team leadership, passion, and a mission-driven mindset

Who You Are

• Work Environment

  This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and shedder machines. This position is expected to be primarily onsite in the Exton office, with occasional flexibility for remote work.

• Position Type/Expected Hours of Work

  This is a full-time, mid-level position. Hours of work and days are Monday through Friday, 8:00 a.m. to 6 p.m. and require you to be on-site for those hours. However, this position regularly requires long hours and some weekend work supporting maintenance weekend(once/month).

  Required Education and Experience

  • Bachelor's degree in information technology from an accredited college/university is preferred OR Minimum of two (3) years of helpdesk experience within information technology.
  • Industry certification on hardware and software is preferred

• Work Authorization/Security Clearance

  • United States Citizenship required

The Team You'll Be Part Of

You will join the AGI IT Service Desk team, a group responsible for supporting end users across the AGI environment through ServiceNow request processes, incident triage, hardware management, and collaboration with broader IT operations teams. The team works closely with Security, Compliance, and Operations groups on projects that improve the overall IT environment, including automation, CMMC compliance, and vulnerability remediation. This is an on-site role based in Exton, PA, with occasional remote flexibility.

Rewards and Benefits

We offer a comprehensive range of health, wellness, and financial benefits to cater to your needs. Our total rewards include both monetary and non-monetary offerings. Your recruiter will provide more details about the salary range and benefits during the hiring process.