Help Desk Technician III

Montgomery County (PA); Norristown (Montgomery County); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Help Desk Technician to deliver exceptional support in a dynamic environment. This role involves troubleshooting hardware and software issues, providing multi-level support, and maintaining effective relationships with users. The ideal candidate will possess strong technical skills, including experience with Microsoft Active Directory and cloud environments. You'll be part of a collaborative team, contributing to a positive office atmosphere while ensuring smooth IT operations across all departments. If you're passionate about technology and customer service, this opportunity is perfect for you.

Qualifications

• 2-4 years of IT experience with at least 3 years in desktop support.
• Certifications such as ITIL, A+, Net+, and Microsoft are preferred.

Responsibilities

• Provide 1st, 2nd, and 3rd level support for all County departments.
• Diagnose and resolve a wide range of PC issues and software failures.
• Maintain comprehensive logs of helpdesk call activity.

Skills

Helpdesk Support

Hardware Diagnostics

Software Installation

Microsoft Active Directory

Exchange 2016

Office 365

Azure Environment

VPN Troubleshooting

Customer Service

Education

Associate's Degree in Computer Science

Tools

Call Tracking Software

MDM and MAM

Job description

The Information Technology Department is currently seeking a Help Desk Technician who can work independently in a fast-paced environment and multitask effectively. This individual will provide helpdesk support, including hardware diagnostics and repair, system software installation and troubleshooting across all County departments. The position requires using the County’s call tracking software to record call progress and generate detailed status reports for management.

1. Maintain comprehensive logs of helpdesk call activity for management monitoring.
2. Provide 1st, 2nd, and 3rd level support via phone and in person for all County departments.
3. Communicate effectively with management, team members, and users both locally and remotely.
4. Complete all assigned training.
5. Perform installation, repair, and preventive maintenance of computers and related systems.
6. Diagnose and resolve a wide range of PC issues.
7. Assist in selecting appropriate software to meet user requirements.
8. Troubleshoot, install, and update software and hardware failures for PCs and MACs, and identify network issues related to personal computers and peripherals.
9. Provide timely problem resolution or escalate issues to appropriate technical personnel.
10. Update ticket statuses and document resolutions in the ticketing system with attention to detail.
11. Provide technical support to users of varying technical abilities.
12. Have working knowledge of Microsoft Active Directory, including user account management.
13. Escalate tickets when necessary and follow through to resolution.
14. Work effectively on a team with minimal supervision.
15. Contribute to a positive office environment.
16. Explain technical issues clearly to novice users.
17. Maintain effective relationships with users and team members.
18. Develop and document standard operating procedures and customer service guidelines.
19. Coordinate with third-party vendors for support and resolution.
20. Provide 80% support at 2nd and 3rd level for PC/MAC and peripherals, with clear troubleshooting documentation.
21. Mentor team members (10%).
22. Create and maintain IT and customer support procedures (10%).
23. Experience with Exchange 2016, Office 365, and Azure environment.
24. Understand mobile device applications and installation in a mid-large environment.
25. Troubleshoot VPNs, Virtual Machines, MFA, and work with SOPs and run books.
26. Experience with MDM and MAM for device security.
27. Solve and troubleshoot new technology requests.
28. Maintain knowledge base for mobile devices and tablets.
29. Troubleshoot wired connections from switches and patch panels.
30. Manage IP addresses, drivers, and software updates.
31. Perform other duties as assigned.

Qualifications include an Associate's degree in Computer Science or equivalent, with 2-4 years of IT experience and at least 3 years in desktop support. Certifications such as ITIL, A+, Net+, and Microsoft are preferred. Candidates should possess hardware and software expertise, excellent communication, organizational, and customer service skills, and the ability to work independently or in a team.

The physical demands include standing, walking, sitting, talking, hearing, occasional lifting up to 25 pounds, and vision abilities such as close and distance vision. The work environment is usually moderate noise, with reasonable accommodations available for disabilities.