Desktop Support Engineer

Reliance-Matrix; Philadelphia (Philadelphia County); Hybrid; USD 41,000 - 52,000; Full time

Benefits offered by this job

Annual bonus

401(k) match

Medical plans

Health Savings Account (HSA)

Dental & Vision

Job summary

Reliance Matrix is seeking a helpdesk/desktop support professional to troubleshoot hardware and software issues, both on-site and remotely, and document resolutions in Footprints. The role involves configuring new PCs, managing software upgrades, and supporting video conferencing setups with a focus on fast, clear communication.

The ideal candidate has 5 years of helpdesk experience, Windows OS knowledge, basic networking skills, and the ability to translate technical issues for non-technical

Qualifications

• Bachelor’s or Associate’s Degree in Information Technology, Computer Science, or related field.
• 5 years of helpdesk or desktop support experience required.
• CompTIA A+, CompTIA Network+, and/or MTA certification a plus.
• Windows Operating System knowledge.
• Basic Networking knowledge.

Responsibilities

• Troubleshoot hardware and software problems in person or remotely; document solutions in Footprints.
• Provide tier-one helpdesk support and manage tickets.
• Configure new PCs with corporate image and perform upgrades as needed.
• Assist in equipment installations and relocations; support software deployments.
• Set up video conferencing and projector equipment and maintain documentation.

Skills

IT troubleshooting

Windows OS

Networking basics

Communication

Technical explanations to non-tech

Education

Bachelor’s or Associate’s Degree in IT/CS

Tools

Footprints ticketing system

Job description

Job Responsibilities and RequirementsTroubleshoot hardware and software problems both in person and remotely, resolving and documenting the solutions in Footprints ticketing system. Works on tickets assigned by the helpdesk providing tier one support to end users.TroubleshootingProvides "in-house" computer/network support relating to software and hardware problems.Troubleshoots network connectivity issues related to Cisco ISE.Work on helpdesk and management assigned tickets via Footprints ticket system.Video conferencing and projector equipment setups.Provide documented resolution within Footprints database tracking system.Installation/ConfigurationAssists in equipment installations and relocations within the company.Assists in corporate-wide software installations as well as updates.Install PACS, FAST, VUE, and APS patches (code) for "in-house" systems.Work on PC/software upgrades when needed.Configure new PC’s with the corporate image.Thin Client configuration \ PC virtualization.Customer ServiceFocus on rapid identification and resolution of customer service issues.Answer questions and perform initial triage on service tickets.Timely and effective resolution to service tickets based on service level agreements.Provide customers with updates to keep them apprised of progress toward problem resolution.Participate in team meetings and customer meetings as requested.Required Knowledge, Skills, Abilities, and/or Related ExperienceBachelor’s or Associate’s Degree in Information Technology, Computer Science, or related field5 years of helpdesk or desktop support experience required.Comp TIA A+, Comp TIA Network+, and/or Microsoft Technology Associate (MTA) certification a plusWindows Operating SystemBasic Networking KnowledgeExperience troubleshooting, installing, and configuring hardware and softwareAbility to explain technical issues to non-technical peopleAbility to read, understand, and apply complex technical information and to master new computer technologyStrong planning and organizational skills and the ability to meet deadlinesAbility to Travel: NoneThe expected hiring range for this position is $30.01 - $37.52 hourly for work performed in the primary location (Philadelphia, PA). This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate’s starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.Work location may be flexible if approved by the Company.What We OfferAt Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.Our Benefits:An annual performance bonus for all team membersGenerous 401(k) company match that is immediately vestedA choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings AccountMultiple options for dental and vision coverageCompany provided Life & Disability Insurance to ensure financial protection when you need it mostFamily friendly benefits including Paid Parental Leave & Adoption AssistanceHybrid work arrangements for eligible rolesTuition Reimbursement and Continuing Professional EducationPaid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.Volunteer days, community partnerships, and Employee Assistance ProgramAbility to connect with colleagues around the country through our Employee Resource Group programOur Values:IntegrityEmpowermentCompassionCollaborationFunEEO StatementReliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.#LI-Hybrid .