MSP IT Help Desk Technician

Ford Office Technologies; Connellsville (Fayette County); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

401(k) with company match

Bereavement Leave

Vacation Benefits

Holidays

Medical, Dental, and Vision Care Ins.

Life Insurance

Voluntary Short-Term and Long-Term DIS

Voluntary Policies for additional ins.

CDA Scholarship Foundation

Job summary

Ford Office Technologies, Pittsburgh Post-Gazette Top Workplace and Pittsburgh Business Times Best Place to Work, is the area’s leading independent provider of copier, printer, and MFP technology.

Since 1991, Ford Office Technologies has delivered top products and IT services to clients in PA, MD, WV, and OH, with its headquarters in Connellsville, PA. We support multiple industries with reliable service, data management, and seamless IT solutions.

Qualifications

• 1–3 years of help desk or IT support experience.
• Basic understanding of Windows, Microsoft 365, printers, and business apps.
• CompTIA A+ certification preferred or in progress.
• Strong communication and ability to manage multiple tickets.

Responsibilities

• Serve as the initial contact for client support requests by phone, email, and ticketing system.
• Create, review, categorize, prioritize, and manage support tickets with documentation.
• Provide basic troubleshooting for common IT issues (user access, password resets, MS 365, printers).
• Set up new user accounts and basic permissions according to procedures.
• Support basic application installation, configuration, and rollouts for client environments.
• Communicate clearly with clients and internal teams to gather details and confirm resolution.
• Maintain ownership of tickets with updates and progress tracking until resolution.
• Escalate complex issues to Tier 2/3 with notes and troubleshooting performed.
• Place toner orders and printer service calls; document activity in systems.
• Follow help desk procedures, scripts, and SLA standards.
• Contribute to a positive client experience and assist in improving processes.

Skills

Customer service

Communication

Windows

Microsoft 365

Printers

Password management

MSP support

Multi-client support

Ticketing system

Problem solving

Education

CompTIA A+ certification

Tools

Autotask

Active Directory

Remote support tools

Printer service workflows

Job description

Ford Office Technologies, Pittsburgh Post-Gazette Top Workplace and Pittsburgh Business Times Best Place to Work, is the area’s leading independent provider of copier, printer, and MFP technology.

Since 1991, Ford Office Technologies has delivered top products and IT services to clients in PA, MD, WV, and OH, with its headquarters in Connellsville, PA. We support multiple industries with reliable service, data management, and seamless IT solutions.