Tech Impact ยท 12 hours ago
Tier 2 Service Desk Engineer
United States
Full-time
Remote
Mid Level
$60K/yr - $70K/yr
3+ years expTech Impact is a nonprofit organization focused on empowering communities and nonprofits through technology. As a Tier 2 Service Desk Engineer, you will provide multi-level technical support, assist with new technology projects, and ensure timely resolution of user issues.
Responsibilities
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
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
Improves knowledge of current and future technologies that may be of benefit to Tech Impact or its clients
Provides technical project support as directed
Performs other duties as assigned
Qualification
Required
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
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
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
Improves knowledge of current and future technologies that may be of benefit to Tech Impact or its clients
Provides technical project support as directed
Performs other duties as assigned
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
Preferred
Knowledge of Cisco and SonicWALL networking equipment preferred
Experience in a managed services environment preferred
Experience working for a nonprofit preferred
Benefits
By paying 90% of the cost of your medical benefits and providing you a credit card to pay deductibles and copays.
Paid Time Off - 15 days accrued the first year and 10 Paid Holidays.
Supportive and compassionate environment that provides a work-life balance.
Everyone has a voice, and you can learn and grow to make a difference.
Company
Tech Impact
Tech Impact is a non profit supporting technology learning in local communities.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Francis Johnson
Chief Technology Officer
Donnique Bell
Chief Impact Officer
Recent News
Technically Media
2025-06-21
Company data provided by crunchbase