Service Desk Technician

firstPRO, Inc; Conshohocken (Montgomery County); Hybrid; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Service Desk Technician to join their dynamic IT team. In this hybrid role, you will provide expert support to end users for various technical issues, ensuring seamless operation across multiple platforms. Your responsibilities will include troubleshooting hardware and software problems, managing service desk requests, and collaborating with other teams to resolve complex issues. This position offers a unique opportunity to grow your skills in a supportive environment while contributing to the success of a leading insurance program provider. If you're passionate about technology and customer service, this role is perfect for you!

Qualifications

• 1-3 years experience in a Service Desk technician role required.
• Strong knowledge of Windows 10 and 11, and familiarity with MacOS.

Responsibilities

• Provide hands-on and remote support for end-user technical issues.
• Document and track problems using the Service Desk Management platform.

Skills

Technical Support

Troubleshooting

Customer Service

Windows Operating Systems

MacOS and iOS Support

Service Desk Management

Communication Skills

Multi-tasking

Education

High School Diploma

Associate Degree in IT

Tools

Service Desk Applications

TeamViewer

MS Active Directory

MS Exchange

MS Outlook

Job description

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This range is provided by firstPRO, Inc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$25.00/hr - $30.00/hr

Our customer, an industry leader in the development, implementation, marketing, and underwriting of profitable, industry-specific insurance programs, has an immediate need for a Service Desk Technician for a 3-4 mo. Contract-to-Hire engagement in their Conshohocken, PA office. Hours for this role are 1100 AM – 800 PM Monday - Friday.

As part of our customer’s Information Technology team, the Service Desk Technician provides hands-on and remote, expert support to end users for computer, application, system, device, access and hardware issues. Responds to telephone, email and on-line requests for technical support. Documents, tracks, and monitors the problem using our customer’s Service Desk Management platform. Identifies, researches and resolves technical problems. Coordinates with other customer teams or specialists to resolve an issue. Responsible for escalating issues of higher difficulty. Works independently within established procedures associated with the specific job function. This is a hybrid-role encompassing the ability to support traditional Corporate IT environments along with business and 3rd party application support. Reports to the Head of Infrastructure.

Required Competencies relevant to the job including but not limited to:

• Respond to telephone, email, and on-line requests for technical support.
• Document, track, and monitor problems using the client's Service Desk Management platform.
• Identify, research, and resolve technical problems, responsible for escalating issues of higher difficulty.
• Work independently within established procedures associated with the specific job function.
• Work between multi-suite and multi-site offices.
• Occasionally work evenings and weekends, sometimes with little advanced notice.
• Support end-user physical phones, soft phones and peripherals issues from a Tier1 level.
• Support 3rd Party and in-house business applications from within a Service Desk role / function.
• Installation of computer hardware, printers, monitors, TVs.
• Become familiar with on-board and off-board processes in the local office and remote workers.
• Perform IT-related equipment installations and relocations.
• Successfully work independently and/or with a team.

Qualifications

• Requires 1-3 years prior related experience in a Service Desk technician role.
• Strong knowledge of various Windows operating platforms including Windows10 and Windows11. Primarily from a desktop / laptop perspective.
• Working knowledge of MacOS and iOS-based devices such as MacBooks, iPads, and iPhones.
• Experience supporting 3rd Party and in-house business applications from within a Service Desk role/function.
• Working knowledge of MS Active Directory, MS Exchange, MS Outlook.
• Hands-on experience with the installation of computer hardware, printers, monitors, TVs.
• Experience in support of end-user physical phones and soft phones and peripherals issues at a Tier1 level.
• Experience in using and maintaining Service Desk applications.
• Working knowledge of supporting mobile devices, including mobile device management (MDM) applications.
• Exposure to supporting Cloud-based applications and services (SaaS).
• Working knowledge of help desk software, databases, and remote-control support functions such as TeamViewer.
• Strong client-facing and communication skills. Customer-centric approach and mindset.
• Advanced troubleshooting and multi-tasking skills.
• Possess strength and stamina to be capable of routinely picking up and moving heavy objects.

This is a hybrid 1100 AM – 800 PM Monday - Friday role. Candidates should possess a valid Driver’s License. Responsibilities will sometimes require working evenings and weekends, sometimes with little advanced notice. Potential travel to other customer locations in the Philadelphia, PA region may occur.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

Staffing and Recruiting