Help Desk Support

Almo; Philadelphia (Philadelphia County); On-site; USD 45,000 - 60,000; Full time

Job summary

Almo is seeking an IT Helpdesk Technician to serve as the first line of helpdesk and network support in a Windows PC environment. You will respond to requests, troubleshoot, document interactions, and assist with device setup.

Two levels exist: Junior and Senior. Senior handles complex issues with minimal oversight; requires 3+ years for senior, and an Associate's degree or IT-related background is preferred.

Qualifications

• Associates Degree or higher; IT related is preferred OR equipment experience.
• 1–3 years of experience (Senior level requires 3+ years).
• Proficiency with Microsoft Office Suite and business applications.

Responsibilities

• Respond to requests for technical assistance in person, via phone or electronically and render a solution in an efficient manner.
• Communicate with end-users and respond to basic requests for password reset, hardware and software setup and/or troubleshooting.
• Maintain and document the network hardware/software databases and backup all network configuration devices.
• Install, configure, and test workstations using standard hardware, software, and images.
• Install/Uninstall approved software on end-user devices.
• Setup and assist with mobile devices, including setup of Almo email on approved devices.
• Thoroughly and accurately document user interaction and properly escalation to remediate issues.
• Senior level role will: Diagnose, research and resolve user technical hardware and software issues; be responsible for installation of hardware systems; provide recommendations for network updates, modifications and additions; troubleshoot network communication issues with internet connections, switches, VPNs, cabling, and firewalls.

Skills

Microsoft Office

Problem-solving

Communication

Customer service

Time management

Prioritization

Education

Associate's degree or higher

IT-related preferred

Job description

Position Summary:

Serve as first line helpdesk and network support on computer software applications and platforms and computer/phone hardware. Perform service restoration, troubleshoot problems and work to resolve daily operations issues in a complex, distributed computing environment. Responsible for all onsite components standard within a Windows PC environment (networking, imaging, application management). There are two levels for this position Junior and Senior. Senior will be required to handle complex issues with minimal oversight.

What you will do in this role:

• Respond to requests for technical assistance in person, via phone or electronically and render a solution in an efficient manner. Quickly define and solve problems, collect data, establish facts, draw conclusions and make decisions.
  • Communicate with end-users and respond to basic requests for password reset, hardware and software setup and/or troubleshooting.
  • Maintain and document the network hardware/software databases and backup all network configuration devices.
  • Install, configure, and test workstations using standard hardware, software, and images
  • Install/Uninstall approved software on end-user devices
  • Setup and assist with mobile devices, including setup of Almo email on approved devices.
  • Thoroughly and accurately document user interaction and properly escalation to remediate issues
  • Support systems or product migration
• Track and route problems and requests and document resolutions.
• Senior level role will:
  • Diagnose, research and resolve user technical hardware and software issues.
  • Be responsible for installation of hardware systems.
  • Provide recommendations for network updates, modifications and additions
  • Troubleshoot network communication issues with internet connections, switches, VPNs, cabling, and firewalls

What we look for in a candidate:

• Associates Degree or higher; IT related is preferred OR equipment experience
• 1-3 years of experience (Senior level role requires 3+ years)
• Proficiency or knowledge of Microsoft Office Suite
• Sharp problem-solving skills utilizing cognitive thinking and intuition for diverse client base
• Ability to work well under pressure, prioritize, and meet established goals in a timely manner
• Strong written and verbal communication, time management, and record keeping skills
• Customer service orientation

Almo is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.