Tier 1 Service Desk Engineer (Hybrid; Philadelphia, PA; Remote)

Our Mission-Leverage 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. We invite you to join a fast-paced, growing team that provides a solid work-life balance, helping our nonprofit clients. Our team of mission-focused tech professionals who are passionate about moving the social sector forward with transformative applications of technology. Tier 1 Service Desk Engineer Position Information

• Position: Full Time
• Location: Remote
• Salary: $40,000 - $48,000
• Headquarters: Philadelphia, PA
• When Applying to This Role: Please submit a cover letter, resume, references, and samples or links to your portfolio site.
• Check Out Our Websites: https://www.techimpact.org
• This is a full-time position with benefits and a salary commensurate with experience.
• Tech Impact shows it cares for staff by paying for 90% of medical, dental, and vision benefits and providing you with a credit card to pay deductibles and copays.
• Paid Time Off: 15 days accrued yearly and 10 Paid Holidays.
• FSA Plan
• 401 K plan with 3% employer match
• A supportive and compassionate environment that provides work-life balance.
• A collaborative team that is passionate about the organization's mission and using technology to make the world a better place.

Duties and Responsibilities The Tier 1 Service Desk Engineer will report to the Director of Support Services. This role provides frontline Service Desk support, delivering responsive and high-quality technical assistance to clients via phone and email. The position focuses on troubleshooting a broad range of technical issues, performing basic system administration tasks, and escalating issues in line with established SLAs. The role emphasizes strong, independent customer service, clear communication with both technical and non-technical users, and proactive collaboration with internal teams to ensure client satisfaction. Success requires excellent problem-solving skills, organization, flexibility, and the ability to thrive in a fast-paced, team-oriented environment. Primary Duties 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 recurring technical issues

Essential Skills

• 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 at 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.
• 10 Paid Holidays.
• IRA Matches up to 3% of gross salary

Applying For This Role:

• When applying for this role, please submit a cover letter, resume, references, and samples or links to your portfolio site.
• Please note this is a remote position however candidates will need to be located in one of the following states: AR, CA, CO, DE, FL, GA, IA, IL, IN, KY, MD, NC, NJ, NV, NY, OH, PA, TN, VA, WA, WI, WV

Tech Impact Employment Policy

• As an equal-opportunity employer, we provide equal employment opportunities to 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 applications regardless of criminal histories consistent with legal requirements.
• ADA Specifications: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
• Requires the ability to use a computer and other office-related equipment.

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