Service Desk Engineer

Overview

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.

• 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