Desktop Support Engineer - Tier 1 (Hybrid; Philadelphia, PA)

Desktop Support Engineer

Location:

Philadelphia PA / Hybrid, In Office Two Days per Week

Full Time Permanent Position

Our Website: https://(Use the "Apply for this Job" box below)./

Be a part of a fast‑paced, growing team that provides a solid work‑life balance helping our nonprofit clients. Our team of mission‑focused tech professionals is passionate about moving the social sector forward with transformative applications of technology. As a Desktop Support Engineer, you will work closely with our clients assisting with new technology projects and support. This role is a Hybrid role, supporting clients remotely and working in our Philadelphia office a minimum of two days per week.

Tech Impact is a nonprofit on a mission to use technology to better serve the world. A leading provider of technology education and solutions for nonprofits, Tech Impact also operates award‑winning IT and customer experience training programs designed to help young adults launch careers. With offices in Philadelphia PA, Wilmington DE, and Las Vegas NV, Tech Impact has been delivering services since 2003 to thousands of national and international nonprofit organizations.

• Install/reinstall Windows and Mac operating systems as needed
• Coordinate warranty claims with device manufacturers as needed
• Troubleshoot PC and Mac hardware and performance issues
• Repair/replace basic hardware components such as hard drives and RAM
• Update manufacturer drivers and perform BIOS updates
• Other duties as assigned

• 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.

• 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 reoccurring technical issues.

All Essential Duties and Responsibilities listed require remote and on‑site availability.

• 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

• 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.
• Paid Time Off - 15 days accrued the first year and 13 Paid Holidays.

Tech Impact is a nonprofit on a mission to empower communities and nonprofits to use technology to better serve the world. 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 includes 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…