L1-Service Desk Technician (42166)

Omega Systems

West Lawn, Elmwood Park (PA, NJ)

On-site

USD 30,000 - 36,000

Full time

14 days+

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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

Job Details

Job Location: Reading PA - West Lawn, PA 19609, Position Type: Full Time, Education Level: High School, Salary Range: $22.00 - $26.00 Hourly, Job Shift: Any, Job Category: Information Technology, OMEGA SYSTEMS JOB DESCRIPTION

Position

Position: Service Desk Technician (L1)

Reports To: Service Desk Supervisor

FLSA: Non-Exempt

Office Designation: In Office

Office Location: Reading, PA, Elmwood Park, NJ, Stamford, CT, Mount Holly, NJ

Summary

Under the direction of Omega Systems’ Service Desk Management, this role is responsible for delivering technical support to Omega Systems’ customers, as well as employees working from Omega offices, customer sites, and remote locations. Responsibilities include supporting servers, networks, desktops, printers, and telephony systems, while maintaining high levels of customer satisfaction through timely, high-quality service.

The Service Desk serves as the first line of support to ensure the stability of customer and internal IT services. This includes troubleshooting applications, resolving incidents, performing maintenance, and applying bug fixes. The individual will also contribute to the Service Desk knowledge base by documenting common issues and solutions to enhance team efficiency and effectiveness.

NOTE: On-call rotation is required for this position.

Functional Responsibility and Task Statements

Provide first-line support through desk-side, remote, and local office support services
Identify opportunities to improve the knowledge base and increase the rate of first-line resolution
Follow documented processes for incident management and request fulfilment
Provide guidance and direction for escalated service issues
Demonstrates dedication to customer service and can assess risks quickly
Analyze and document software requirements

Leadership and People Responsibilities

Work with other colleagues within Omega Systems teams to deliver an effective Customer support service offering
Help ensure Customer support services teams are focused on achieving results using all resources available from initiation to resolution
Ensure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of Omega Systems Customer support teams both externally and internally.

Technical Responsibility and Task Statements

Provide timely resolution to technical support issues while following company standards
Properly log, prioritize, assign, track, and respond to incidents and requests promptly
Identify and resolve incidents within agreed SLAs, policies, and procedures
Maintain support documentation of tools that are used by Customer support services
Monitor incident trends and identify recurring incidents for resolution
Ensure that all relevant incidents are linked to an appropriate problem
Proactively increase the number of calls resolved at the first point of contact
Perform root cause analysis as needed for problems, working closely with other Omega Systems support teams
Install and maintain desktop hardware and software, and provide PC hardware troubleshooting/repair
Use advanced tools/technical knowledge to remediate Customer problems and conduct scheduled installs
Troubleshoot desktop usage and computer peripherals
Troubleshoot and correct defects in existing software systems
Responsible for installation, testing, troubleshooting, and repair of workstations
Responsible for the installation and configuration of workstation software
Complete PC installation, maintenance, e-mail administration, and disk capacity monitoring
Provide accurate estimates for and track data on time spent adding new features and fixing defects
Ensure technical documentation is maintained
Incumbent(s) in this position may be required to perform other duties and special assignments not specifically stated.

Environmental

The job operates in a professional office environment. This role routinely utilizes standard office equipment, including computers and phones.

Travel Requirements

Minimal travel is required for this position.

Desired Qualifications and Skills

Required

2+years of information technology experience supporting inbound Customer requests or issue resolution
High school Diploma
Experience with ConnectWise Manage software or a similar ticketing system
Strong working knowledge of desktop and server operating systems (Windows, Linux, Unix, etc.)
Proficiency with Microsoft operating systems, Microsoft Office Suite, Outlook, Word, Excel, and PowerPoint, and Microsoft desktop applications
Experience with Active Directory account creation, password resets, group membership changes, distribution groups, and other AD functions
Experience supporting VPN clients and VPN Administration
Experience with Microsoft 365 Entra, Exchange Online, SharePoint, Intune
Experience with Spam Filter Block/Allow Features
Conceptual understanding of LAN/WAN network infrastructure
Experience supporting applications running in an RDS environment
Excellent listening, questioning, and customer service skills
Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly, and build on knowledge learned
Ability to maintain composure, tact, and effectiveness under stressful conditions
Ability to organize information, efficiently manage time, and balance multiple priorities
Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience

Preferred

Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field

EEO STATEMENT

It is the Company's policy to provide equal employment opportunities for all applicants and employees. Omega Systems provides equal employment opportunities to all qualified individuals without regard to actual or perceived race including hair texture and natural hair styles), color, religion, religious creed (including religious dress and religious grooming practices), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity (including transgender identity, status and transitioning), gender expression and sex stereotyping, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information (including genetic information), family care or medical leave status, military caregiver status, military status, veteran status, marital status, domestic partner status, sexual orientation, status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, engaging in protected communications regarding employee wages, requesting a reasonable accommodation on the basis of disability or bona fide religious belief or practice, or any other basis protected by local, state, or federal laws. Applicants, as well as employees, who are or become disabled must be able to perform the essential job functions with or without reasonable accommodation. The Company shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

Revisions