Help Desk Technician

Belcan; Cranberry Township (Butler County); Hybrid; USD 24,548 - 34,963; Full time

Job summary

A leading technology services company is seeking a Helpdesk Representative to provide technical support in a hybrid work environment. Responsibilities include troubleshooting hardware and software issues over the phone for field technicians and internal users. The ideal candidate has an associate degree in IT and at least one year of phone support experience. This is a 4-month contract with the potential for permanent employment.

Qualifications

• 1+ years of experience providing phone-based or remote IT support.
• Basic understanding of Windows operating systems and Dell hardware platforms.
• Strong verbal communication and customer service skills.

Responsibilities

• Provide first-level technical support to users over the phone.
• Troubleshoot issues related to Windows operating systems and Dell hardware.
• Document all calls, troubleshooting steps, and resolutions.

Skills

Customer service skills

Problem-solving

Dependability

Communication

Education

Associate degree in IT or related field

Tools

Ticketing systems

Remote access tools

Job description

Base Pay Range

$21.60/hr - $21.60/hr

Job Title: Helpdesk Representative

Location: Cranberry Twp, PA 16066

Duration: 04 Months Contract (Potential temp to Perm)

Shift: Rotating schedule, Shifts are scheduled at 7-4pm, 8-5pm, 9-6pm, 3pm-11pm

4-month assignment with possibility to extend.

Comfort working in a structured, high-volume support environment.

Work Arrangement

Schedule: Hybrid. Remote work Monday and Friday, In-Office Tuesday - Thursday

Support field technicians and internal users by providing remote troubleshooting and technical assistance over the phone. Help resolve hardware, software, and connectivity issues, document support interactions, and ensure timely resolution or escalation of IT incidents.

Responsibilities

• Provide first-level technical support to field users and internal users over the phone.
• Troubleshoot issues related to Windows operating systems, Dell hardware, and company applications.
• Guide users through problem-solving steps to resolve incidents effectively and efficiently.
• Document all calls, troubleshooting steps, and resolutions using internal ticketing systems.
• Escalate complex or unresolved issues to higher-level support teams as appropriate.
• Follow established IT procedures and contribute to continuous improvement of support documentation.
• Maintain professionalism and patience when assisting non-technical users.
• Deliver excellent customer service in a fast-paced IT support environment.

Requirements

• Associate degree or equivalent experience in Information Technology, Computer Science, or a related field.
• 1+ years of experience providing phone-based or remote IT support.
• Basic understanding of Windows operating systems and Dell hardware platforms.
• Familiarity with IT service management concepts (e.g., ticketing systems, incident tracking).
• Strong verbal communication and customer service skills.
• Problem-solving
• Dependability and accountability in managing assigned tickets.
• Attention to detail and adherence to support procedures.
• Initiative to learn and improve support processes.

Preferred Skills

• Experience using remote access tools and troubleshooting utilities.
• Strong analytical and problem-solving abilities for hardware and software issues.
• Understanding of basic networking concepts and connectivity troubleshooting.
• Ability to manage multiple support cases simultaneously.
• Clear and concise documentation and communication abilities.