IT Help Desk Technician: Remote & Onsite

Pomeroy; Pittsburgh (Allegheny County); On-site; USD 40,000 - 60,000; Full time

Job summary

Pomeroy is seeking an IT Help Desk Specialist to provide first-line support for staff, researching and resolving technical issues while escalating to 2nd tier when needed. You will handle desktop hardware, operating systems, Office applications, and Office productivity devices, maintaining uptime and user satisfaction.

Ideal candidates have 1+ year in a help desk role, strong communication skills, and familiarity with Windows in an Active Directory environment.

Qualifications

• Associate's degree in computer science or related field.
• MCSE certification desirable.
• Equivalent combination of education & experience will be considered.
• At least 1 year in a help desk support role; 1–2 years preferred.
• Demonstrates excellent verbal communication and writing skills.
• Demonstrates good customer service skills and motivation.
• Ability to work well with staff to high-level administrators.
• Experience with configuring and troubleshooting Windows in an active directory environment.
• Experience using Microsoft Word, Excel, Access, Outlook, and web-based applications.
• Experience with Outlook/Exchange configuration issues.

Responsibilities

• Identifies, researches, and resolves technical problems.
• Responds to help desk tickets, calls, and emails for technical support.
• Tracks and monitors problems to ensure timely resolution.
• Manage user systems, applications, and office productivity devices; maintain and upgrade desktops, laptops, printers, scanners, copiers, and fax machines; patch Windows systems and apps.
• Provide support for all user IT issues and coordinate with vendors for solutions.
• Serve as IT liaison to external partners and vendors for problem resolution and upgrades.
• Safeguard operating data with security administration and backups.
• Establish, enforce and monitor information system usage policies.
• Develop and maintain desktop support procedures and end-user documentation.
• Manage infrastructure assets: licenses, keys, leases, and inventory.
• Evaluate and design new systems to increase productivity and reduce manual processes.

Skills

Help desk experience

Customer service

Verbal communication

Written communication

Windows troubleshooting

Active Directory

MS Office

Outlook/Exchange

Education

Associate's degree in computer science or related field

MCSE certification desirable

Tools

Windows OS

Active Directory

MS Office Suite

Outlook/Exchange

Job description

Pomeroy is seeking an IT Help Desk Specialist to provide first-line support for staff, researching and resolving technical issues while escalating to 2nd tier when needed. You will handle desktop hardware, operating systems, Office applications, and Office productivity devices, maintaining uptime and user satisfaction.

Ideal candidates have 1+ year in a help desk role, strong communication skills, and familiarity with Windows in an Active Directory environment.