IT Service Delivery Engineer

Twin State Technical Services, LTD.; Davenport (IA); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Twin State Technical Services, LTD. is seeking a hands-on Service Delivery Engineer to work directly with users, troubleshoot hardware, software, and network issues, and drive rapid restoration of service.

You will document findings, test solutions, and take ownership of tickets from start to resolution. Ideal candidates have 2+ years of service desk experience and familiarity with Microsoft 365, Windows, ChromeOS, MacOS, and IT ticketing systems.

Qualifications

• Minimum of two years in service desk support.
• College coursework or relevant certificates preferred.
• Experience with Microsoft 365, Windows 10/11, ChromeOS, MacOS, Google Workspace.
• 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, operating system, and basic network issues.
• Test solutions with users 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.

Skills

Service desk

Customer service

Troubleshooting

Communication

Ownership

Education

College coursework or relevant certificates

Tools

Microsoft 365

Windows 10/11

ChromeOS

MacOS

Google Workspace

IT ticketing system

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