Tier 1 Service Desk Engineer

Nonprofit That Leverages Technology To Advance Social Impact

We’re a passionate group at Tech Impact. We know nonprofits, technology, and how to work hard for a good cause. In addition to providing technical services to nonprofit organizations, Tech Impact runs workforce development programs to help young people learn in-demand skills to gain employment in the IT field.

Tier 1 Service Desk Engineer

· Location: Position Is Remote 

· Tech Impact – Headquarters Philadelphia 

· Full-Time Permanent Position 

· Our Website: https://www.techimpact.org/

Be a part of a fast-paced, growing team that provides a solid work-life balance in 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. 

Benefits of Working for Tech Impact

• We pay 90% of      associate and dependent medical benefits and cover your out-of-pocket      medical expenses. 
• Paid Time Off      - 15 days accrued in the first year.
• 11 Paid      Holidays.
• IRA Matches up      to 3% of gross salary.
• Employer-paid      life insurance benefit. 
• We offer both      Remote and Hybrid positions.
• Our      organization allows everyone to learn and grow to make a difference.

· Learn More About Tech Impact www.techimpact.org 

Essential Duties and Responsibilities 

Service Desk Support 

• 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. 

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, 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

About Tech Impact (www.techimpact.org) 

Tech Impact is a nonprofit on a mission to empower communities and nonprofits to use technology to serve the world better. The organization is a leading provider of technology education and solutions for nonprofits. It 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 include 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 Impacts 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 values a diverse, inclusive workforce and we provide an equal employment opportunity for all applicants and associates. All qualified applicants for employment will be considered without regard to an individual's race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, physical or mental disability, medical condition, family care status, marital status, domestic partnership status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. We also consider qualified application regardless of criminal histories consistent with legal requirements. 

• 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, stand, stoop, crawl and      lift to 50 lbs.
• May require      local and regional travel.