Tier 1 Service Desk Engineer

Tier 1 Service Desk Engineer

23 Jul 2021
Pennsylvania, Philadelphia, 19123 Philadelphia USA

Tier 1 Service Desk Engineer

Tier 1 Service Desk Engineer

Location: Philadelphia PA / Remote due to COVID-19

Full Time – Permanent Position
Be a part of a fast-paced, growing team that provides a solid work-life balance helping our nonprofit clients. 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.
Tech Impact is a nonprofit on a mission to use technology to better serve the world. A leading provider of technology education and solutions for nonprofits, Tech Impact also operates award-winning IT and customer experience training programs designed to help young adults launch careers. With offices in Philadelphia PA, Wilmington DE, Washington DC, and Las Vegas NV, Tech Impact has been delivering services since 2003 to thousands of national and international nonprofit organizations.

Essential Duties and Responsibilities

Service Desk Support
  • Provide end-user technical support to all clients.
  • Troubleshoot technical issues assigned by the Service Desk Manager including hardware.
  • Perform basic system administrator functions such as network user creation and password resets.
  • Escalate issues quickly and efficiently in accordance with Tech Impact SLAs
  • Provide proactive maintenance on client workstations as directed.
  • Available for occasional late shift work. (11:30AM – 8:00PM)
  • Available for scheduled on-call support. (Will receive additional compensation)
  • Travel onsite to resolve issues that cannot be resolved remotely.

Customer Service
  • 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 Skills for Success in Position
  • 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, to 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

Benefits of Working for Tech Impact
  • Supportive and compassionate environment that provides a work-life balance.
  • Be part of a collaborative team that is passionate about the organization’s mission and using technology to make the world a better place.
  • Everyone has a voice, and you have the opportunity to learn and grow to make a difference.
  • The organization shows how they care for its people by paying for most of your medical benefits and providing you a credit card to pay deductibles and copays.
  • Paid Time Off - 15 days accrued the first year and 12 Paid Holidays.

About Tech Impact (www.techimpact.org) Tech Impact is a nonprofit on a mission to empower communities and nonprofits to use technology to better serve the world. The organization is a leading provider of technology education and solutions for nonprofits and operates award-winning IT and customer experience training programs designed to help young adults launch their careers. Tech Impact offers a comprehensive suite of technology services that includes managed IT support, data and strategy services, telecommunications, and cloud computing integration and support. In 2018, it expanded its education and outreach capabilities by merging with Idealware, an authoritative source for independent, thoroughly researched technology resources for the social sector. Tech Impact’s ITWorks and CXWorks training programs have graduated hundreds of young adults with the knowledge, skills, and confidence they need to start their careers in the technology and customer experience industries. The organization also operates Punchcode, a coding bootcamp based in Las Vegas, NV.

Employment Policy
  • As an Equal Opportunity Employer, Tech Impact embraces diversity and does not discriminate in employment on the basis of age, race, color, creed, sex, gender, identity, religion, marital status, veteran’s status, national origin, disability, or sexual orientation.
  • ADA Specifications: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
  • Requires the ability to speak, hear, see and use a computer and other office related equipment.
  • Also requires the ability to sit for extended periods of time, stand, stoop, and lift to 50 lbs.
  • May require local and regional travel.



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