Hybrid IT Help Desk Technician — Remote Ticketing & Support

Socket.dev; Philadelphia (Philadelphia County); Hybrid; USD 42,000 - 66,000; Full time

Job summary

The Barnes Foundation seeks a Help Desk Technician to serve as the primary liaison between the IT department and staff, volunteers and online students. The role blends technical support with customer service, focusing on timely resolution and clear communication.

Responsibilities include managing calls and tickets in the help desk system, supporting Office 365 apps, and escalating complex issues as needed. A minimum of 1 year end-user support experience is preferred, with hybrid work options.

Qualifications

• 1 year of experience in an end-user support-related role.
• Familiarity with Office 365 applications.
• Excellent problem-solving, analytical, and communication skills.

Responsibilities

• Provide technical assistance in configuration, maintenance and troubleshooting of computer systems, hardware and software.
• Manage tickets for the help desk and track support activity with detailed notes.
• Manage calls on the help desk queue for staff and online students.
• Train end users on troubleshooting and diagnosing common problems.
• Embrace learning new technologies.
• Clear communication in person, by phone, and video conference.

Skills

End-user support

Office 365

Communication

Problem solving

Time management

Collaboration

Tools

Ticket system

Remote tools

Job description

The Barnes Foundation seeks a Help Desk Technician to serve as the primary liaison between the IT department and staff, volunteers and online students. The role blends technical support with customer service, focusing on timely resolution and clear communication.

Responsibilities include managing calls and tickets in the help desk system, supporting Office 365 apps, and escalating complex issues as needed. A minimum of 1 year end-user support experience is preferred, with hybrid work options.