Help desk Technician

Philadelphia, PA - USA

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

A Help Desk Technician serves as the primary point of contact for IT support resolving hardware software and network issues via phone email or in-person. Responsibilities include diagnosing technical problems creating service tickets installing/upgrading software and managing user accounts. Key skills required are troubleshooting customer service and clear communication.

Key Responsibilities and Duties

Technical Support: Provide first-level support for desktop laptop mobile devices printers and peripheral equipment.

Troubleshooting: Diagnose and resolve software hardware and network connectivity issues utilizing remote desktop tools when necessary.

Ticket Management: Document log and track all support requests in a help desk ticketing system ensuring timely resolution or escalation to Tier 2/3 support.

Account Administration: Perform user account management including password resets and Active Directory maintenance.

Installation & Maintenance: Install configure and upgrade software operating systems and hardware.

Documentation: Create or update technical documentation FAQs and user guides.
Required Skills and Qualifications

Technical Knowledge: Strong knowledge of Windows/macOS operating systems Microsoft Office 365 and networking basics (TCP/IP VPN).

Customer Service: Excellent interpersonal skills with the ability to communicate complex technical issues to non-technical users in a patient professional manner.

Problem-Solving: Strong analytical and diagnostic skills.

Education/Certification: High school diploma required often with a degree in IT or certifications like CompTIA A Network or Google IT Support Professional Certificate.

Working Conditions
Typically requires sitting for long periods working with computer equipment.
May involve lifting equipment (up to 50 lbs) and occasional travel to different office locations.