Frontline IT Support Specialist

firstPRO, Inc

Philadelphia (Philadelphia County)

On-site

USD 42,000 - 52,000

Full time

7 hours ago

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Job summary

firstPRO, Inc. seeks a motivated Service Desk professional to provide Tier 1 support for hardware, software, and end-user devices. You will handle inquiries by phone, remote access, or on-site, escalating Tier 2 as needed while maintaining strong security awareness.

You will work under supervision to support team initiatives and continuously improve service delivery in a dynamic environment.

Qualifications

Minimum 2 years of experience providing EUD support or Service Desk support.
High school diploma required; some college preferred.
Technical School Diploma or equivalent preferred.
Certs: A+, Network+, Security+ preferred.

Responsibilities

Provides first contact support for the Department and acts as a liaison between the client community and the rest of the Department.
Diagnoses and resolves problems which may involve hardware, packaged software and peripheral equipment over the phone, via remote tools or on-site.
Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions.
Manages Level 1 queues and coordinates queues for site/service, working with various stakeholder groups.
Understand and comply with information security policies and standards.
Escalates Tier 2 issues to appropriate resource.