Desktop Support Technician I

Pomeroy; Pittsburgh (Allegheny County); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Help Desk Support Specialist to provide exceptional technical assistance to users. In this role, you'll troubleshoot and resolve a variety of technical issues while maintaining a high standard of customer service. Your expertise in Windows operating systems and applications like Microsoft Office will be crucial as you manage user systems and collaborate with vendors for effective solutions. This is a fantastic opportunity to grow your skills in a supportive environment while ensuring smooth IT operations for the organization.

Qualifications

• 1-2 years of help desk support experience preferred.
• Strong verbal and written communication skills are essential.
• Experience with Windows platforms and Active Directory is required.

Responsibilities

• Identify and resolve technical problems for users.
• Manage and maintain desktop systems and applications.
• Serve as liaison with external partners and vendors.

Skills

Help Desk Support

Customer Service

Technical Problem Solving

Windows Operating Systems

Microsoft Office Suite

Active Directory

LAN/WAN Administration

Communication Skills

Education

Associate's Degree in Computer Science

Microsoft Certified Systems Engineer (MCSE)

Tools

Altiris

Job description

Core Function:

Work to assist staff in resolving technical issues and provide courteous, knowledgeable assistance with questions. Phone support offers 1st level support for the Help Desk, including research and resolution of technical problems. They serve as the primary contact for solving, assigning, and escalating tickets appropriately, escalating calls to 2nd tier support as needed.

All resources maintain, troubleshoot, and repair technical infrastructure, including desktop hardware, operating systems, applications, and office systems. They serve as the first line of support for all user IT support issues within an area and collaborate with available resources, hardware, and software vendors to provide effective solutions, break/fix, and problem resolution. They work as remote hands and onsite resources for other IT departments.

Essential Duties & Responsibilities:

The duties listed below are illustrative of the various types of work that may be performed. The omission of specific duties does not exclude them if the work is similar, related, or a logical assignment to this position.

1. Identify, research, and resolve technical problems.
2. Respond to help desk tickets, phone calls, emails, and personnel requests for technical 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-critical security patches and updates.
5. Provide support for all user IT issues, working with resources, hardware, and software vendors to resolve problems effectively.
6. Serve as the IT liaison to external partners, software, and hardware vendors for problem resolution, information gathering, system upgrades, and maintenance.
7. Safeguard the company's operating data through security administration and data backups.
8. Establish, enforce, and monitor policies and procedures for appropriate use of information systems.
9. Develop and maintain desktop support procedures and end-user documentation.
10. Manage infrastructure assets: vendor support agreements, software licenses and keys, hardware leases, service contracts, asset inventory, and labeling.
11. Evaluate, design, and implement new systems (software and hardware) to increase productivity, enhance operations, and reduce manual or paper processes.

Supervisory Responsibilities: None

Minimum Knowledge, Skills, and Abilities:

• Associate's degree in computer science or related field.
• Microsoft Certified Systems Engineer (MCSE) desirable.
• Equivalent education & experience considered.
• At least 1 year in help desk support; 1-2 years preferred.
• Excellent verbal and written communication skills.
• Good customer service skills and motivation.
• Ability to work well with staff and high-level administrators.
• Experience with Windows platforms in an Active Directory environment.
• Experience with applications like Microsoft Word, Excel, Access, Outlook, and web-based applications.
• Experience with Outlook/Exchange configuration and troubleshooting.
• Knowledge of LAN/WAN hardware and administration.
• Knowledge of managed care operations desirable.
• Experience with imaging solutions such as Altiris desirable.

Physical and Mental Demands:

Employees must regularly sit, talk, hear, use hands for equipment, and reach with arms. Frequent walking, standing, and moving are required. Ability to ascend/descend stairs and lift/carry computers and monitors is necessary. Mental demands include effective communication, data interpretation, problem-solving, and maintaining composure in a fast-paced environment.

Work Environment:

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