Customer-Focused IT Service Desk Engineer

Socket.dev

Davenport (IA)

On-site

USD 60,000 - 80,000

Full time

10 days ago

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Job summary

Socket.dev in Davenport, IA is seeking a Service Delivery Engineer to be the primary point of contact for technical support requests, delivering timely, courteous assistance to end users, resolving incidents, and ensuring a positive client experience.

You will handle SLAs, troubleshoot hardware, software, and network issues, communicate clearly to both technical and non-technical users, escalate when needed, and keep detailed records in the ticketing system.

Qualifications

Two (2) years of service desk or technical support experience.
Experience with Microsoft 365, Windows 10/11, ChromeOS, macOS, Google Workspace.
Familiarity with an IT ticketing system.
College coursework or relevant certificates preferred.
Strong customer service and communications skills.

Responsibilities

Respond promptly to service requests and incidents to support SLAs.
Diagnose and resolve hardware, software, and basic network issues using structured troubleshooting.
Communicate technical information clearly to both technical and non-technical users.
Escalate complex or unresolved issues to elevated support teams when appropriate.
Follow up with clients to confirm resolution and satisfaction.
Document issues, resolutions, and procedures within the ticketing system.
Maintain organized ticket records to support reporting and knowledge sharing.
Contribute to team success by assisting with additional duties as assigned.