Our Mission Is To Leverage Technology To Advance Social Impact.

We are inviting you to be a part of our Tech Impact Team, a nonprofit, to bring your talents together with us to make the world a better place.

Tier 2 Service Desk Engineer
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 technology applications. As a Tier 2 Service Desk Engineer, you will work closely with our clients assisting with new technology projects and support.

Benefits of Working For Tech Impact
  • The organization shows how they care for its people by paying 90% of you of your medical benefits and providing you a credit card to pay deductibles and copays.
  • 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 – Check Out Our Website    www.techimpact.org 

Overview Of The Position
  • Under general supervision, the Tier 2 Engineer is responsible for providing multi-level support that includes diagnosing, troubleshooting, and resolving user issues in a fast-paced dynamic environment.
  • Answers incoming support requests and issues escalated by other technical staff.
  • Analyze problems/issues/inquiries, assign severity levels to the appropriate technician, and follows through to resolution.
  • Performing callbacks ensuring issues are resolved in a timely manner and that ticket information is accurate.
  • Handling complex technical and project work. Our environment can be fast-paced with frequent exposure to new and challenging problems. Tech Impact expects most employees to move over time into more technical and autonomous roles within the organization. responsible for handling complex technical issues and project work.
Knowledge Skills Preferred
  • Minimum of 3+ years providing IT support for a variety of technologies
  • Knowledge of Cisco and SonicWALL networking equipment preferred.
  • Experience administering a cloud-based IT services/infrastructure platform (Microsoft 365, Google Workspaces, AWS, Azure etc.)
  • Experience configuring/administering a directory server (Active Directory, LDAP, Azure AD, etc.)
  • Solid understanding of fundamental networking principles, including DNS, routing, IP addressing, NAT, firewalls, etc.
  • Excellent troubleshooting skills
  • Experience in a managed services environment preferred.
  • Experience working for a nonprofit preferred.
Essential Duties Of The Position
Service Desk Support
  • Provides Tier 2 technical support to all clients.
  • Serves as an escalation point for Tier 1 Engineers
  • Provides direct support on network communications issues.
  • Provides proactive maintenance on client workstations and servers as directed.
  • Available to handle inbound issues via email and phone queue.
  • Available for scheduled on-call support. (Will receive additional compensation)
  • Monitors the network management system (Kaseya) and responds to issues.
  • Performs recurring network management tasks as required or directed.
  • Develops scripts and other monitoring improvements as required or directed.
  • Serve as the technical lead on projects as assigned.
  • Provides technical support on projects as assigned.
Customer Service
  • Maintains strong customer service skills when dealing with clients, vendors, and other Tech Impact partners.
  • Advises Account Management of client support or reoccurring technical issues.
  • Delivers agreed-upon scopes of work as defined by approved projects.
Professional Development
  • Improves knowledge of current and future technologies that may be of benefit to Tech Impact or its clients.
Other Duties
  • Provides technical project support as directed.
  • Performs other duties as assigned.
Essential Soft Skills for Success in The Position
  • Excellent communication, writing, analytical, and creative problem-solving skills.
  • Excellent customer service skills, including ability to translate technical information to non-technical users.
  • Ability to manage multiple projects simultaneously with tight deadlines.
  • Ability to work well in a team environment.
  • Ability to translate technical information to non-technical users.
  • Strong attention to detail.
  • Must have access to a car at short notice, depending on location.
  • Sense of humor.
Why Would You Want To Work For Tech Impact?
  • Supportive and compassionate environment that provides a work-life balance.
  • Be part of a collaborative team that is passionate about the organization’s mission and using technology to make the world a better place.
  • Everyone has a voice, and you have the opportunity to learn and grow to make a difference.
  • The organization shows how they care for its people by paying for most of your medical benefits and providing you a credit card to pay deductibles and copays.
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 and 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.

Tech Impact Employment Policy
As an equal-opportunity employer, Tech Impact values a diverse, inclusive workforce, and 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.

Department: Help Desk
This is a full time position

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