Junior IT Service Desk Technician – On-Call & In-Office

Omega Systems; West Lawn, Elmwood Park (PA, NJ); On-site; USD 30,000 - 36,000; Full time

Job summary

Omega Systems in Reading, PA is seeking a Service Desk Technician (L1) to deliver technical support for customers and internal staff across offices, customer sites, and remote locations. You will troubleshoot servers, networks, desktops, printers, and telephony while maintaining high levels of customer satisfaction.

The role requires 2+ years IT experience, a high school diploma, and familiarity with ticketing systems like ConnectWise Manage.

Qualifications

• 2+ years of information technology experience supporting inbound customer requests or issue resolution
• High school Diploma required
• Experience with ConnectWise Manage or similar ticketing system
• Strong working knowledge of desktop and server operating systems (Windows, Linux, Unix)
• Proficiency with Microsoft Office Suite and desktop applications
• Experience with Active Directory account management and VPN clients
• Experience with Microsoft 365 Entra, Exchange Online, SharePoint, Intune
• Experience with Spam Filter Block/Allow Features
• Understanding of LAN/WAN network fundamentals
• Experience supporting applications in an RDS environment
• Excellent listening, questioning, and customer service skills
• Strong problem-solving and ability to learn new concepts quickly
• Ability to remain composed under stress
• Able to manage multiple priorities and organize information
• Strong verbal and written communication skills for business audiences

Responsibilities

• Provide first-line support via desk-side, remote, and local office services
• Follow documented incident management and request fulfilment processes
• Log, prioritize, assign, track, and respond to incidents promptly
• Escalate issues and provide guidance for escalated service problems
• Contribute to the knowledge base with common issues and solutions
• Maintain documentation of tools used by customer support services
• Install and configure workstation hardware/software and perform repairs
• Perform root cause analysis and collaborate with other support teams
• Ensure incidents align with SLAs and procedures

Skills

IT Support

Customer Service

Problem Solving

Communications

Education

High School Diploma

Bachelor’s degree in IT / CS / Engineering

Tools

ConnectWise Manage

Active Directory

VPN Administration

Microsoft 365 Entra

Exchange Online

SharePoint

Intune

Job description

Omega Systems in Reading, PA is seeking a Service Desk Technician (L1) to deliver technical support for customers and internal staff across offices, customer sites, and remote locations. You will troubleshoot servers, networks, desktops, printers, and telephony while maintaining high levels of customer satisfaction.

The role requires 2+ years IT experience, a high school diploma, and familiarity with ticketing systems like ConnectWise Manage.