Twin State Technical Services delivers reliable, people-centered IT solutions that help organizations operate efficiently today while preparing for tomorrow. Our mission is Connecting Today’s Technology for Tomorrow’s Business Success, and our Service Desk plays a vital role in achieving that mission through responsive, professional support.  

Duties/Responsibilities:

• Respond promptly to service requests and incidents to support established service level agreements (SLAs) 
• Diagnose and resolve hardware, software, and basic network issues using a structured troubleshooting approach 
• Communicate technical information clearly and professionally to both technical and non-technical users 
• Escalate complex or unresolved issues to elevated support teams when appropriate 
• Follow up with clients to confirm resolution and satisfaction 
• Accurately and consistently document issues, resolutions, and procedures within the ticketing system 
• Maintain organized and up-to-date ticket records to support reporting and knowledge sharing 
• Contribute to team success by assisting with additional duties as assigned 

Skills/Abilities:

• Strong customer service orientation with professional phone and written communication skills 
• Ability to manage multiple priorities in a fast-paced support environment 
• High attention to detail and strong organizational skills 
• Proven problem-solving and analytical abilities 
• Ability to work effectively both independently and as part of a team 
• Working knowledge of workstation troubleshooting and general IT concepts 
• Basic to intermediate understanding of networking and server fundamentals 
• Willingness to learn new technologies and continuously improve skills 

Education and Experience:

• Minimum of two (2) years of experience in a service desk or technical support role 
• Familiarity with an IT ticketing system 
• Experience supporting environments that include 
• Microsoft 365 
• Windows 10/11 
• macOS  
• ChromeOS 
• Google Workspace 
• College coursework in information technology or relevant certifications (preferred) 

Why Join Twin State Technical Services 

Twin State Technical Services values professionalism, reliability, and strong client relationships. We foster a collaborative environment where team members are supported, encouraged to grow, and recognized for delivering high-quality service with a personal touch. 

Lead with Integrity • Be a Communicative Team Player • Be Strategic & Innovative • Be the Source of Quality Products & Services • Be Engaged in Your Community