Field Service Engineer -Education

Description

Do you have a passion for IT, delivering excellent service in an educational setting, and working with the most talented and committed teams? 

Twin State Technical Services is growing, and we are seeking a Field Service Engineer to join our Education Team in the Quad Cities! Our Field Service Engineers play a crucial role in providing on-site technical support and ensuring smooth and efficient IT operations by addressing user problems, providing solutions, and maintaining system integrity within an educational environment. 

Twin State Technical Services’ enthusiastic, fast-paced tech experts have been serving clients in a variety of industries for more than 25 years. We provide employees an atmosphere to thrive by offering stability, paid professional development, excellent insurance benefits, PTO, and a close-knit, positive culture.

We recently earned the titles of “Best Cybersecurity Company of the Region” and “Best IT Support Company of the Region” for the third consecutive year by voters of the Quad Cities Business Journal subscribers. Our team of skilled field engineers consistently deliver exceptional support, protect students and staff from ever-evolving cyber threats, and empower educational institutions in the Quad Cities region to focus on their educational growth and productivity. We value collaboration, creativity and a focus on the best solutions for our customers. 

Requirements

SPECIFIC RESPONSIBILITIES:

• Respond promptly to service requests and incidents reported by end-users and automated systems while on-site at a school location.
• Triage, troubleshoot and resolve hardware, software, and network issues.
• Provide guidance on technical problems and solutions.
• Escalate issues to higher-level support teams when necessary.
• Maintain a high level of customer satisfaction through timely and effective communication.
• Offer clear, concise instructions and assistance to end-users.
• Follow up with clients to ensure issues are resolved.
• Create and maintain detailed documentation of service requests, incidents, and resolutions.
• All other duties as assigned. 

REQUIRED SKILLS/EXPERIENCE:

• Commitment to providing excellent client services.
• Excellent phone etiquette. 
• Proficient verbal and written communication skills. 
• Proficient organizational skills and attention to detail. 
• High computer proficiency and/or workstation troubleshooting. 
• Strong problem solving, analytical and team-work skills.
• Passion for professional development and skill enhancement. 
• Demonstrates ability to maintain professional conduct in a school environment.

EDUCATION/EXPERIENCE:

• Two (2) or more years of service desk support preferred
• College coursework or relevant certificates preferred
• Experience with Microsoft 365, Microsoft Windows 10/11, ChromeOS, MacOS, Google workspace or similar systems preferred.
• Experience in ticketing system helpful but not required.