Desktop Support Engineer

rsli; Philadelphia (Philadelphia County); On-site; USD 85,991,000 - 107,511,000; Full time

Benefits offered by this job

Annual performance bonus

401(k) company match

Medical plans

Dental and vision coverage

Life & Disability Insurance

Paid Parental Leave & Adoption Allow

Hybrid work arrangements

Tuition Reimbursement

Paid Time Off

Volunteer days

Employee Resource Group program

Job summary

Reliance Matrix is seeking a seasoned IT Helpdesk/Desktop Support professional to troubleshoot hardware and software issues, provide tier-one end-user support, and document resolutions in Footprints. You’ll assist with deployments, software updates, and PC imaging while ensuring rapid, clear communication with customers.

The role offers hybrid work with a robust benefits package and a focus on service quality.

Qualifications

• Bachelor’s or Associate’s Degree in Information Technology, Computer Science, or related field.
• 5 years of helpdesk or desktop support experience required.
• Comp TIA A+, Comp TIA Network+, and/or Microsoft Technology Associate (MTA) certification a plus.
• Windows Operating System and basic networking knowledge.

Responsibilities

• Troubleshoot hardware and software problems and document solutions in Footprints.
• Provide tier one in-house support to end users and manage tickets.
• Assist in equipment installations and relocations within the company.
• Install software updates and patches for in-house systems (PACS, FAST, VUE, APS).
• Configure new PCs with the corporate image and perform thin client setup.
• Deliver rapid identification and resolution of customer service issues and update customers on progress.

Skills

Helpdesk experience

Customer service

Remote support

Problem solving

Education

Bachelor’s or Associate’s Degree in Information Technology, Computer Science, or related field

Tools

Footprints

Footprints ticketing system

Cisco ISE

PACS

FAST

VUE

APS patches

PC virtualization

Job description

Job Responsibilities and Requirements

Troubleshoot 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.

Troubleshooting

• Provides "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/Configuration

• Assists 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 Service

• Focus 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 Experience

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

  Ability to Travel: None

  The 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 Offer

  At 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 members
  • Generous 401(k) company match that is immediately vested
  • A 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 Account
  • Multiple options for dental and vision coverage
  • Company provided Life & Disability Insurance to ensure financial protection when you need it most
  • Family friendly benefits including Paid Parental Leave & Adoption Assistance
  • Hybrid work arrangements for eligible roles
  • Tuition Reimbursement and Continuing Professional Education
  • Paid 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 Program
  • Ability to connect with colleagues around the country through our Employee Resource Group program

  Our Values:

  • Integrity
  • Empowerment
  • Compassion
  • Collaboration
  • Fun

  EEO Statement

  Reliance 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.