Help Desk Support Technician

Socket.dev; Scranton (Lackawanna County); On-site; USD 58,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company matching

Paid time off (PTO) and holidays

Job summary

Socket.dev in Scranton, PA, is seeking a Help Desk Technician to assist internal and external users with corporate applications and services. You will provide first-line technical support via phone and tickets, log issues, and work closely with vendors when needed.

The role emphasizes customer service, problem ownership, and adherence to safety and GMP practices in a collaborative, forward-thinking environment.

Qualifications

• Bachelor-level or higher in computer science or equivalent experience.
• Strong verbal and written communication is required.
• Willingness to travel and participate in on-call rotations.

Responsibilities

• Provide first-line technical support via phone and ticket system.
• Maintain high level of customer service and follow service management principles.
• Own user issues and be proactive in resolving hardware/software problems.
• Log calls and track incidents in the Help Desk system.
• Coordinate external vendor support when needed, and stay updated on tech developments.
• Assist users with company applications and equipment usage.
• Adhere to GMP and site safety rules and report noncompliance.
• Support regarding Microsoft Windows 10/Server environments.
• Maintain help request logs for software/hardware problems.
• Participate in on-call rotation as required.

Skills

Excellent verbal and written skills

Good research skills

Travel required

Participate in on call rotation

Education

B.S in Computer Science or equivalent

Tools

Windows 10 / Windows Server, Office Suite, TCP/IP, VPN, backup, security, monitoring

Job description

Position Overview:

The role of the Help Desk Technician is to assist internal and external customers who are experiencing procedural or operating difficulty with the use of corporate applications, products, or services. The Help Desk Technician is responsible for ensuring that an effective solution isprovided to the user.

Location:

Scranton, PA

Work Schedule:

First Shift

Travel Specifics:

No Travel

Competitive Compensation:

Attractive annual salary of $58,000- 62,000 plus bonus opportunity. Along with base salary, our total rewards include comprehensive benefits; medical, dental, and vision insurance, a 401(k) with company matching, generous PTO, sick time, and company holidays. Compensation is based on experience, skills, and education.

Key Responsibilities:

• Follow corporate and site-specific Good Manufacturing Practices and report noncompliance when observed.


• Observe all company safety rules and assist in enforcement as appropriate.


• Provides 1st line technical support; answering support queries via phone and Help Desk ticket system.


• Maintains a high degree of customer service for all support queries and adhere to all service management principles.


• Takes ownership of user problems and be proactive when dealing with user issues.


• Logs all calls in the Help Desk ticket system.


• Respond to enquiries from customers and help resolve any hardware or software problems.


• Maintain and update help request log of any software or hardware problems detected.


• Support users in the use of company applications and computer equipment by providing necessary support and advice.


• To arrange for external technical vendor support where problems cannot be resolved in house.


• Keeping up to date with technical and industry developments.

Be part of a forward-thinking company that values creativity and continuous improvement. We offer opportunities for professional development and career advancement within a growing organization. Join a diverse, collaborative team that emphasizes respect and inclusivity.

This role is open to individuals who are authorized to work in the United States and do not require immigration sponsorship now or in the future.

Qualifications

Minimum Requirements:

• Working knowledge of the Microsoft Windows 10 and Microsoft server product line, Microsoft Office suite, TCP/IP, VPN technologies, data backup, virus protection, and network system monitoring.


• B.S in Computer Science or equivalent combination of experience and education.


• RF Technology experience.


• Excellent verbal and written skills.


• Good research skills, self-directed and self-motivated; good analytical problem-solving abilities.


• Travel required


• Participate in on call rotation