Desktop Support Technician

Pomeroy; Pittsburgh (Allegheny County); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading company in Pittsburgh is seeking a Help Desk Support Technician to assist staff with technical issues. The role involves providing first-level support, managing help desk tickets, and collaborating with vendors for problem resolution. Ideal candidates will have a strong customer service orientation and experience with Windows platforms. This position offers opportunities for professional growth in a dynamic environment.

Qualifications

• At least 1 year help desk support experience, with 1-2 years preferred.
• MCSE certification desirable; or equivalent experience.

Responsibilities

• Identify, research, and resolve technical problems.
• Respond to help desk tickets, calls, emails, and personnel requests for support.
• Manage user systems, applications, and office productivity tools.

Skills

Communication

Customer Service

Problem Solving

Education

Associate's degree in computer science

Tools

Microsoft Office

Outlook

Active Directory

Job description

Description

Core Function:

Work to assist staff in resolving technical issues and providing courteous, knowledgeable support. Phone support offers 1st level assistance for the Help Desk, including research and resolution of technical problems. Acts as the primary contact for solving, assigning, and escalating tickets, and escalates calls to 2nd tier support as necessary.

Resources maintain, troubleshoot, and repair technical infrastructure, including desktop hardware, operating systems, applications, and office systems. Serves as the first line of support for all user IT issues within an area, working with available resources, hardware, and software vendors to deliver effective solutions, break/fix, and problem resolution. Provides remote and onsite support for other IT departments.

Essential Duties & Responsibilities:

The duties listed below are illustrative and not exhaustive. Omissions do not exclude similar or related work from being assigned.

1. Identify, research, and resolve technical problems.
2. Respond to help desk tickets, calls, emails, and personnel requests for support.
3. Track and monitor problems to ensure timely resolution.
4. Manage user systems, applications, and office productivity tools: maintain, repair, or upgrade desktops, laptops, printers, scanners, copiers, and fax machines; support Windows desktops and applications (MS Office Suite); install vendor patches and security updates.
5. Support all user IT issues, collaborating with resources, hardware, and software vendors for effective solutions, break/fix, and problem resolution.
6. Act as IT liaison to external partners, vendors for problem resolution, system upgrades, and maintenance.

Additional responsibilities include safeguarding data, establishing policies, developing procedures, managing assets, and evaluating new systems to improve productivity and operational efficiency.

Supervisory Responsibilities:

• None

Minimum Knowledge, Skills and Abilities:

• Associate's degree in computer science or related field; MCSE certification desirable; or equivalent experience.
• At least 1 year help desk support experience, with 1-2 years preferred.
• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Ability to work effectively with staff and high-level administrators.
• Experience with Windows platforms in an Active Directory environment.
• Proficiency with Microsoft Office applications and web-based tools.
• Experience with Outlook/Exchange configuration and troubleshooting.
• Basic knowledge of LAN/WAN hardware and administration.
• Desirable: experience with managed care operations and imaging solutions like Altiris.

Physical and Mental Demands:

Employees must regularly sit, talk, hear, handle office equipment, and reach with hands and arms. They may need to walk, stand, and move about, including ascending/descending stairs. Ability to lift and carry computers and monitors is required. Mental demands include effective communication, data interpretation, problem-solving, learning new skills, and maintaining composure in a fast-paced environment.

Work Environment:

Primarily sedentary office work, with some standing and walking. Standard office equipment is available.