Service Desk Engineer

Twin State Technical Services LTD; Davenport (IA); On-site; USD 52,000 - 76,000; Full time

Job summary

Twin State Technical Services LTD is seeking a Service Delivery Engineer to be the primary contact for technical support requests. The role emphasizes timely, courteous assistance, incident resolution, and a positive client experience.

You will diagnose hardware/software issues, communicate clearly, and document steps and resolutions in the ticketing system. The position requires 2+ years in service desk or technical support, familiarity with IT ticketing, and experience with Microsoft 365,

Qualifications

• Two years of service desk or technical support experience.
• Familiarity with an IT ticketing system.
• College coursework in information technology or relevant certifications preferred.

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 technical and non-technical users.
• Escalate complex 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.
• Assist with additional duties as assigned to support team success.

Skills

Customer service

Multitasking

Attention to detail

Problem solving

Teamwork

IT troubleshooting

Networking basics

Learning mindset

Education

IT coursework

Tools

Microsoft 365

Windows 10/11

macOS

ChromeOS

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