Service Desk Engineer

Description

Do you have a passion for IT, delivering excellent service to multiple businesses in the Quad Cities, and working with the most talented and committed teams?

Twin State Technical Services is growing, and we are seeking a Service Desk Engineer to join our team! Our Service Desk Engineers plays a crucial role in providing technical support and ensuring smooth and efficient IT operations by addressing user problems, providing solutions, and maintaining system integrity.

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:

• Respond promptly to service requests and incidents reported by end-users.
• Troubleshoot and resolve hardware, software, and network issues.
• Provide guidance on technical problems and solutions.
• Escalate complex issues to higher-level support teams when necessary.
• Maintain a high level of customer satisfaction through timely and effective communication.
• Offer clear, concise instructions and assistance to end-users.
• Follow up with clients to ensure issues are resolved satisfactorily.
• Create and maintain detailed documentation of service requests, incidents, and resolutions.
• Manage Service Desk tickets and maintain SLA’s.
• All other 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.
• High computer proficiency and/or workstation troubleshooting.
• Possess strong problem solving, analytical and team-work skills.
• Moderate networking and server proficiency
• Passion to engage in professional development and adopt new skills.
  
  

Education And Experience

• Two (2) or more years of service desk support required
• College coursework or relevant certificates preferred
• Experience with Microsoft 365, Microsoft Windows 10/11, ChromeOS, MacOS, Google workspace or similar systems preferred.
• Experience in IT ticketing system