IT Service Desk Engineer-1

Description:

If you love technology and love helping others use technology, come grow with us!

Our growing Service Desk and Network team is seeking an entry-level IT Service Desk Engineer. Working in the field, in our education client locations, as an it Service Desk Engineer-I you serve as a first point of contact for education clients reaching out for support. You provide on-site support, answering the phone, creating support tickets by asking questions and collecting responses. You perform initial troubleshooting originating from calls and the ticketing system. In this role you will be engaging in fundamental support services and begin learning higher support service duties.

Twin State Technical Services is a group of enthusiastic, fast-paced tech experts. We’ve been serving our clients in a variety of industries for more than 25 years. We provide our employees an atmosphere to thrive by offering stability, paid professional development, excellent insurance benefits, PTO, and a close-knit, positive culture.

We recently earned the titles of “Best Cybersecurity Company of the Region” and “Best IT Support Company of the Region” for the third consecutive year by voters of the Quad Cities Business Journal subscribers. Our team of skilled engineers consistently delivers exceptional support, protecting businesses from ever-evolving cyber threats and empowering businesses in the Quad Cities region to focus on their growth and productivity. We value collaboration, creativity and a focus on the best solutions for our customers.

Requirements:

Duties/Responsibilities:

• Answers phone calls and creates support tickets.
• Provide basic technical support for users to troubleshoot problems, resolve issues and/or maintain hardware on-site or on the phone.
• Answer client questions by identifying problems, researching these problems, and then providing the corrective steps.
• Improves client support by writing and maintaining documentation.
• Manage support tickets and maintain SLA’s.
• Follow up with clients on existing issues or issues previously resolved.
• Performs other related duties as assigned.

Skills/Abilities:

• Possess outstanding customer service skills.
• Demonstrated experience providing excellent phone etiquette.
• Proficient verbal and written communication skills.
• Proficient organizational skills and attention to detail.
• Moderate computer proficiency and/or work station troubleshooting.
• Possess strong problem solving, analytical and team-work skills.
• Passion to engage in professional development and adopting new skills.

Education and Experience:

• High school diploma or equivalent required.
• One (1) or more years in a customer facing IT service role required.
• College coursework or relevant certificates preferred but not required.
• Experience serving in primary, secondary or post-secondary education services preferred.
• Experience with ChromeOS, MACOS, Google Workspace or similar systems preferred.

Supervisory Responsibilities:

• None

Reports to: Solutions Architect