Help Desk Technician — Fast, First-Call IT Support

Delcora; Media (Delaware County); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Delcora is seeking a Help Desk Technician to receive user requests, own and prioritize incidents, and maintain knowledge to achieve a 60% first-call resolution rate.

Responsibilities include configuring new computers, fielding trouble calls, troubleshooting Windows apps, documenting issues, and escalating when needed; requires Active Directory, Group Policy, and strong communication skills.

Qualifications

• Prior experience with a Help Desk application and basic system administration tasks.
• Knowledge of Active Directory and Group Policy; experience troubleshooting Windows 7/10 desktops and laptops.
• Excellent verbal and written communication skills.
• Ability to multitask and work independently while meeting deadlines.
• Willingness to follow office protocols and contribute to knowledge base documents.

Responsibilities

• Configure new computers in-house.
• Field inbound trouble calls and use remote tools to identify, troubleshoot and resolve issues.
• Troubleshoot Windows-based application issues.
• Document all details in the help desk system and monitor progress of requests.
• Escalate to appropriate staff when needed and communicate updates to users.
• Assist in hardware and software rollouts and in daily maintenance tasks.
• Assist in developing procedures and user guides.

Skills

Active Directory

Group Policy

Windows 7/10

Troubleshooting

Communication

Multitasking

Teamwork

Independent work

Education

Associate’s degree in Computer Science or related field

Tools

Help Desk Software

Remote monitoring tools

Job description

Delcora is seeking a Help Desk Technician to receive user requests, own and prioritize incidents, and maintain knowledge to achieve a 60% first-call resolution rate.

Responsibilities include configuring new computers, fielding trouble calls, troubleshooting Windows apps, documenting issues, and escalating when needed; requires Active Directory, Group Policy, and strong communication skills.