What are the responsibilities and job description for the Service Desk Engineer position at Twin State Technical Services?
Description
Twin State Technical Services delivers reliable, people-centered IT solutions that help organizations operate efficiently today while preparing for tomorrow. Our mission is Connecting Today’s Technology for Tomorrow’s Business Success, and our Service Desk plays a vital role in achieving that mission through responsive, professional support.
Requirements
Duties/Responsibilities:
Twin State Technical Services values professionalism, reliability, and strong client relationships. We foster a collaborative environment where team members are supported, encouraged to grow, and recognized for delivering high-quality service with a personal touch.
Lead with Integrity
Twin State Technical Services delivers reliable, people-centered IT solutions that help organizations operate efficiently today while preparing for tomorrow. Our mission is Connecting Today’s Technology for Tomorrow’s Business Success, and our Service Desk plays a vital role in achieving that mission through responsive, professional support.
Requirements
Duties/Responsibilities:
- 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
- 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
- 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
- Microsoft 365
- Windows 10/11
- macOS
- ChromeOS
- Google Workspace
- College coursework in information technology or relevant certifications (preferred)
Twin State Technical Services values professionalism, reliability, and strong client relationships. We foster a collaborative environment where team members are supported, encouraged to grow, and recognized for delivering high-quality service with a personal touch.
Lead with Integrity
- Be a Communicative Team Player
- Be Strategic & Innovative
- Be the Source of Quality Products & Services
- Be Engaged in Your Community