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 for this job