Tier 1 Service Desk Engineer – Nonprofit Technology Support Specialist with Excellent Customer Service and Technical Troubleshooting Skills

Introduction to Tech Impact and Our Mission

Invest in your future with this career-defining role as a Tier 1 Service Desk Engineer at Tech Impact, a nonprofit organization that leverages technology to advance social impact. We are a leading provider of technology education and solutions for nonprofits, operating award-winning IT and customer experience training programs designed to help young adults launch their careers. Our team of mission-focused tech professionals is passionate about moving the social sector forward with transformative applications of technology. As a Tier 1 Service Desk Engineer, you will work closely with our clients, assisting with new technology projects and support, and be part of a fast-paced, growing team that provides a solid work-life balance.

About the Role

This position offers a hybrid work model, combining remote work with time in our Philadelphia office. We require a strong and diverse skillset in relevant areas to drive success. In recognition of your expertise, this position offers a competitive salary and a comprehensive benefits package. As a Tier 1 Service Desk Engineer, you will provide end-user technical support to all clients via phone and email, troubleshoot a wide variety of technical issues, and perform basic system administration functions such as user creation and password resets.

Key Responsibilities

• Provide end-user technical support to all clients via phone and email
• Troubleshoot a wide variety of technical issues
• Perform basic system administration functions such as user creation and password resets
• Escalate issues quickly and efficiently in accordance with Tech Impact SLAs
• Provide proactive maintenance on client workstations as directed
• Respond to customer issues and challenges without manager supervision
• Maintain strong customer service skills when dealing with clients
• Advise Account Management of client support or reoccurring technical issues

Essential Qualifications and Skills

To be successful in this role, you will need:

• Excellent customer service skills
• Excellent troubleshooting techniques
• Excellent communication skills, including the ability to translate technical information to non-technical users
• Effective analytical and creative problem-solving skills
• Strong organizational skills and keen attention to detail
• Ability to work well in a team environment, handle pressure and multiple projects simultaneously, and to manage work under tight deadlines
• Experience in cloud-based technology such as Office 365 is a plus
• Must be flexible, able to multi-task, and enjoy working in a diverse, results-oriented workplace where a premium is placed on teamwork
• Must have access to a car at short notice, depending on location
• Sense of humor

Preferred Qualifications

While not essential, the following qualifications are preferred:

• Previous experience in a service desk or technical support role
• Knowledge of IT service management frameworks such as ITIL
• Experience with helpdesk software and ticketing systems
• Certifications in ITIL, CompTIA A+, or other relevant technical certifications

Career Growth Opportunities and Learning Benefits

At Tech Impact, we are committed to the growth and development of our employees. As a Tier 1 Service Desk Engineer, you will have access to training and development opportunities to help you advance your career. You will also be part of a collaborative team that is passionate about the organization's mission and using technology to make the world a better place.

Work Environment and Company Culture

Our work environment is supportive and compassionate, providing a work-life balance that allows you to thrive. We value a diverse, inclusive workforce and provide an equal employment opportunity for all applicants and associates. Our company culture is built on teamwork, innovation, and a passion for using technology to make a positive impact.

Compensation, Perks, and Benefits

We offer a competitive salary and a comprehensive benefits package, including:

• 90% of medical benefits paid by the organization
• Credit card to pay deductibles and copays
• Paid Time Off - 15 days accrued the first year and 13 Paid Holidays
• Opportunities for professional development and growth
• A collaborative and dynamic work environment

Conclusion

If you are a motivated and talented individual with a passion for technology and customer service, we encourage you to apply for this exciting opportunity. As a Tier 1 Service Desk Engineer at Tech Impact, you will be part of a team that is making a real difference in the world. Don't miss out on this chance to invest in your future and join a organization that is dedicated to using technology to advance social impact.

Apply now and take the first step towards a rewarding and challenging career with Tech Impact. Apply To This Job