Highly experienced IT Support Technician - at least 2 years of network infrastructure, connectivity and high quality customer service and leadership experience.

Take your IT Support skills to the next level at Twin State Technical Services.

Twin State Technical Services was named the 2020 Business of the Year by the Quad Cities Chamber of Commerce. We are an enthusiastic, stable and respected company that has been in business for more than 25 years. We provide our employees an atmosphere to thrive by offering stability, paid professional development, excellent insurance benefits, PTO, and a close-knit, family culture.

This is a non-remote position in Davenport, Iowa (Quad Cities) area.

Our Highly Experienced IT Support Technician has at least 2 or more years of experience utilizing experience in troubleshooting issues related to network infrastructure, connectivity and services and providing leadership. You will work with IT Help Desk tickets escalated to your level, writing documentation, and assisting the other Help Desk team members in completing their tasks and providing leadership in managing outcomes.

Duties/Responsibilities:

• Provides technical support for users by researching, troubleshooting problems and maintaining hardware.
• Answers client questions by identifying problems, researching these problems, and then providing the corrective steps.
• Improves client support by writing and maintaining documentation.
• Manages Help Desk tickets and maintain SLA’s.
• Follows up with customers on existing issues or issues previously resolved.
• Acts as mentor for Help Desk Apprentices and Technician I’s.
• Troubleshoots higher level issues as escalated by Help Desk Apprentices and Technician I’s.
• Troubleshoots issues directly relating to network issues and networking equipment.
• Performs other related duties as assigned

Skills/Abilities:

• Demonstrated ability to provide outstanding customer service.
• Possess excellent phone etiquette.
• Possess proficient verbal and written communication skills.
• Possess proficient organizational skills and attention to detail.
• Possess high computer proficiency.
• Possess moderate networking and server proficiency.
• Demonstrated ability to engage in strong problem solving, analytical actions and team-work

Education and Experience:

• High school diploma or equivalent required.
• MUST HAVE 2+ years of IT Help Desk, Service Desk or Desktop support required.
• Leadership experience (preferred)
• College level coursework (preferred)

Reports to:

Operations Manager