Desktop Support Engineer - Tier 1

Tech Impact; Philadelphia (Philadelphia County); Hybrid; USD 50,000 - 70,000; Full time

Job summary

Tech Impact in Philadelphia is seeking a Desktop Support Engineer to join our hybrid in-office team. You will support clients remotely and work from our Philadelphia office at least two days per week.

The role involves installing and troubleshooting Windows and Mac systems, coordinating warranty claims, and providing proactive end-user support across a nonprofit-focused tech environment. Local travel may be required.

Qualifications

• Windows and Mac OS installation and troubleshooting.
• End-user support via phone and email.
• Coordinate with vendors for warranty claims.
• Ability to travel locally when needed.
• Strong communication and customer service skills.

Responsibilities

• Desktop Support: Install/reinstall Windows and Mac OS.
• Service Desk: Provide end-user support via phone and email.
• Account administration: user creation and password resets.
• Escalate issues per Tech Impact SLAs.
• On-site client visits may be required.

Skills

Customer service

Troubleshooting

Communication

Teamwork

Office 365

Job description

Desktop Support Engineer
Location: Philadelphia PA / Hybrid, In Office Two Days per Week
Tech Impact - Headquarters Philadelphia PA
Full Time Permanent Position
Our Website: https://www.techimpact.org/

Be a part of a fast-paced, growing team that provides a solid work-life balance helping our nonprofit clients. Our team of mission-focused tech professionals is passionate about moving the social sector forward with transformative applications of technology. As a Desktop Support Engineer, you will work closely with our clients assisting with new technology projects and support. This role is a Hybrid role, supporting clients remotely and working in our Philadelphia office a minimum of two days per week.

Tech Impact is a nonprofit on a mission to use technology to better serve the world. A leading provider of technology education and solutions for nonprofits, Tech Impact also operates award-winning IT and customer experience training programs designed to help young adults launch careers. With offices in Philadelphia PA, Wilmington DE, and Las Vegas NV, Tech Impact has been delivering services since 2003 to thousands of national and international nonprofit organizations.

Essential Duties and Responsibilities

Desktop Support

• Install/reinstall Windows and Mac operating systems as needed
• Coordinate warranty claims with device manufacturers as needed
• Troubleshoot PC and Mac hardware and performance issues
• Repair/replace basic hardware components such as hard drives and RAM
• Update manufacturer drivers and perform BIOS updates
• Other duties as assigned

Service Desk Support

• Provide end-user technical support to all clients via phone and email.
• Troubleshoot a wide variety of technical issues.
• Perform basic system administration functions such as user creation and password resets.
• Escalate issues quickly and efficiently in accordance with Tech Impact SLAs
• Provide proactive maintenance on client workstations as directed.
• On-site client visits may be required.

Customer Service

• Respond to customer issues and challenges without manager supervision.
• Maintain strong customer service skills when dealing with clients.
• Advise Account Management of client support or reoccurring technical issues.

All Essential Duties and Responsibilities listed require remote and on-site availability.

Essential Skills for Success in Position

• Excellent customer service skills.
• Excellent troubleshooting techniques.
• Excellent communication skills including the ability to translate technical information to non-technical users.
• Effective analytical and creative problem-solving skills
• Strong organizational skills and keen attention to detail.
• Ability to work well in a team environment, to handle pressure and multiple projects simultaneously and to manage work under tight deadlines.
• Experience in cloud-based technology such as Office 365 is a plus.
• Must be flexible, able to multi-task and enjoy working in a diverse, results-oriented workplace where a premium is placed on teamwork.
• Must have access to a car at short notice depending on location.
• Sense of humor

Benefits of Working for Tech Impact

• Supportive and compassionate environment that provides a work-life balance.
• Be part of a collaborative team that is passionate about the organization’s mission and using technology to make the world a better place.
• Everyone has a voice, and you have the opportunity to learn and grow to make a difference.
• The organization shows how they care for its people by paying for most of your medical benefits and providing you a credit card to pay deductibles and copays.
• Paid Time Off - 15 days accrued the first year and 13 Paid Holidays.

About Tech Impact (www.techimpact.org)

Tech Impact is a nonprofit on a mission to empower communities and nonprofits to use technology to better serve the world. The organization is a leading provider of technology education and solutions for nonprofits and operates award-winning IT and customer experience training programs designed to help young adults launch their careers. Tech Impact offers a comprehensive suite of technology services that includes managed IT support, data and strategy services, telecommunications, and cloud computing integration and support. In 2018, it expanded its education and outreach capabilities by merging with Idealware, an authoritative source for independent, thoroughly researched technology resources for the social sector. Tech Impact’s ITWorks training program has graduated hundreds of young adults with the knowledge, skills, and confidence they need to start their careers in the technology and customer experience industries.

Employment Policy

• As an Equal Opportunity Employer, Tech Impact embraces diversity and does not discriminate in employment on the basis of age, race, color, creed, sex, gender, identity, religion, marital status, veteran’s status, national origin, disability, or sexual orientation.
• ADA Specifications: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
• Requires the ability to speak, hear, see and use a computer and other office related equipment.
• Also requires the ability to sit for extended periods of time, stand, stoop, crawl and lift to 50 lbs.
• May require local and regional travel.

Department: Help Desk

This is a full time position