IT Service Delivery Engineer: Hands-On Troubleshooter

Twin State Technical Services, LTD.

Davenport (IA)

Hybrid

USD 60,000 - 85,000

Full time

11 days ago

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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.