IT Service Delivery Engineer

Twin State Technical Services LTD; Davenport (IA); On-site; USD 52,000 - 74,000; Full time

Job summary

Paylocity is seeking a hands-on Service Delivery Engineer to connect with users, troubleshoot hardware, software, and network issues, and drive rapid restoration of services. You will document findings, own tickets from start to finish, and contribute to internal knowledge to prevent recurring incidents.

You thrive on solving problems, communicating clearly, and building trusted relationships with customers and teammates while growing technical skills in a fast-paced environment.

Qualifications

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

Responsibilities

• Respond promptly to customer calls, service requests, and incidents.
• Gather details to create accurate, actionable help desk tickets.
• Diagnose and resolve workstation, hardware, software, Microsoft 365, OS and basic network issues.
• Test solutions with users to confirm restoration of service.
• Take ownership of tickets, provide timely updates, and follow through to resolution or escalation.
• Escalate complex issues with clear documentation of symptoms and results.
• Maintain complete records of service requests, incidents, solutions, and follow-up activity.
• Manage ticket priorities and service-level expectations while balancing needs.
• Create or improve internal documentation to help the team resolve future issues faster.
• Continue building technical skills and apply new knowledge in day-to-day support work.

Skills

Customer service

Technical troubleshooting

Communication

Problem solving

Ticketing system experience

Education

College coursework or certificates

Tools

Microsoft 365

Windows 10/11

ChromeOS

MacOS

Google Workspace

Job description

Description

Build Relationships. Solve Problems. Make an Impact.

Do you enjoy connecting with people, working alongside a supportive team, and turning customer challenges into solutions? Join us as a Service Delivery Engineer and use your technical skills, curiosity, and customer-first mindset to build trusted relationships and keep our customers moving forward. If you take ownership, communicate well, and enjoy solving problems together, we’d like to meet you.

We are looking for a hands-on Service Delivery Engineer who enjoys jumping into technical problems, working directly with users, and carrying issues through to resolution. This is not a role for someone who only routes tickets. You will ask the right questions, troubleshoot hardware, software, and network issues, document what you find, and take practical action to restore service quickly. If you like learning by doing, communicating clearly, and seeing the immediate impact of your work, this may be the right opportunity for you.

What You’ll Do

• Respond promptly to customer calls, service requests, and incidents.
• Gather the details needed to create accurate, actionable help desk tickets.
• Diagnose and resolve workstation, hardware, software, Microsoft 365, operating system, and basic network issues.
• Work directly with users to test solutions and confirm that service has been restored.
• Take ownership of assigned tickets, provide timely updates, and follow through until resolution or appropriate escalation.
• Escalate complex issues with clear documentation of symptoms, troubleshooting steps, and results.
• Maintain complete records of service requests, incidents, solutions, and follow-up activity.
• Manage ticket priorities and service-level expectations while balancing competing needs.
• Create or improve internal documentation when a solution can help the team resolve future issues faster.
• Continue building technical skills and apply new knowledge in day-to-day support work.

Requirements

• 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