Service Desk Engineer

Socket.dev; Davenport (IA); On-site; USD 60,000 - 80,000; Full time

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.

Skills

Customer service

Multi-tasking

Troubleshooting

Communication

Teamwork

IT concepts

Networking basics

Microsoft 365

Windows/macOS basics

Ticketing systems

Education

Associate degree or relevant coursework

Tools

Zendesk

ServiceNow

Google Workspace

Job description

Description

The Service Delivery Engineer serves as the primary point of contact for technical support requests. This role is responsible for delivering timely, courteous, and effective assistance to end users, resolving incidents and service requests, and ensuring a consistent and positive client experience. The ideal candidate combines strong technical fundamentals with excellent communication and customer service skills.

• Respond promptly to service requests and incidents to support established service level agreements (SLAs)
• Diagnose and resolve hardware, software, and basic network issues using a structured troubleshooting approach
• Communicate technical information clearly and professionally 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
• Accurately and consistently document issues, resolutions, and procedures within the ticketing system
• Maintain organized and up-to-date ticket records to support reporting and knowledge sharing
• Contribute to team success by assisting with additional duties as assigned

Requirements

Skills and Competencies

• Strong customer service orientation with professional phone and written communication skills
• Ability to manage multiple priorities in a fast-paced support environment
• High attention to detail and strong organizational skills
• Proven problem-solving and analytical abilities
• Ability to work effectively both independently and as part of a team
• Working knowledge of workstation troubleshooting and general IT concepts
• Basic to intermediate understanding of networking and server fundamentals
• Willingness to learn new technologies and continuously improve skills

Qualifications

• Minimum of two (2) years of experience in a service desk or technical support role
• Familiarity with an IT ticketing system
• Experience supporting environments that include(s) Microsoft 365, Windows 10/11, macOS, ChromeOS, Google Workspace, etc.
• College coursework in information technology or relevant certifications (preferred)

Education and Experience:

• 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