Frontline IT Support Specialist

firstPRO, Inc; Philadelphia (Philadelphia County); On-site; USD 42,000 - 52,000; Full time

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.

Skills

Customer service

Problem solving

Communication skills

Technical knowledge

TCP/IP knowledge

Microsoft software

On-site support

Education

High school diploma

Some college

Technical School Diploma or equivalent

A+ certification

Network+ certification

Security+ certification

Tools

Remote control tools

Incident management systems

Job description

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.