IT Engineer

As an IT Engineer, you are on the front lines of our client experience. You are the first voice our clients hear when something breaks, and the calm presence that gets them back to work. This is not a ticket-closing role. It is a problem-solving role where the measure of success is whether the client's day got better because you showed up.

You will handle a wide range of requests - from password resets and connectivity issues to hardware troubleshooting and software configuration. No two days look the same. Strong communication matters just as much as technical skill here.

What You Will Do

• Be the first point of contact for client support requests via phone, email, and our ticketing system
• Troubleshoot hardware, software, networking, and Microsoft 365 issues with speed and professionalism
• Document every ticket thoroughly - clear notes, accurate time, next steps logged before you close
• Follow our proactive maintenance checklists and flag issues before they become client problems
• Communicate with clients in plain language - no jargon, no confusion, no leaving them in the dark
• Work collaboratively with Senior and Escalation Engineers when issues need a second set of eyes
• Represent Tier 3 on-site at client locations in a professional manner
• Operate with a security-first mindset in every client environment

• A genuine passion for helping people, not just fixing computers
• 1+ years of IT support experience (helpdesk, field tech, or similar)
• Working knowledge of Windows environments, Microsoft 365, and basic networking
• Strong troubleshooting instincts - you think logically, stay calm under pressure, and do not give up
• Clear, professional communication - written and verbal
• A team-first attitude and a willingness to learn and grow
• Ability to work in person at our Ankeny, Iowa office and travel to client sites as needed

Nice to Have

• CompTIA A+ or Network+ (or in progress)
• Experience with RMM tools, PSA platforms, or documentation tools
• Familiarity with Microsoft Entra ID, Intune, or Active Directory, Attention to Detail - Read This

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * See It Through - You own the result, not just the task. The job is not done until the outcome is achieved.
• Own the Mess - When something goes wrong, even if it was not your fault, you step in and make it right.
• Multiply the Team - You share what you know. You make the people around you better.
• Lead With Love - You see the human being on the other side of every interaction and treat them accordingly, even when it is hard.

Our Commitment to You

• Competitive pay commensurate with experience
• Health benefits
• Paid time off
• A structured 90-day onboarding system - built to set you up for success through hands-on coaching and process training
• A defined career path with clear milestones for advancement
• A team that takes the work seriously and each other personally, * 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Vision insurance

Tier 3 Technology Solutions is a Managed IT and Cybersecurity firm based in Ankeny, Iowa. We protect the everyday heroes of local and regional businesses across the Midwest and South - the owners, operators, and teams that keep organizations running. We specialize in mid-size companies where the stakes are real and the work actually matters. We grow deliberately and we hire the same way. We look for people who genuinely love solving problems, care about the people they support, and want to be part of a team that operates at a higher standard., Our four core values are operational - they describe the people who succeed at Tier 3, not the aspirations we hang on a wall.