Service Desk Technician

Our growing technology and Cloud consulting company is recruiting a skilled Service Desk Technician with good interpersonal skills to provide support for client desktops, laptops, printers, and mobile devices. Windows Desktop and Server experience is required, including Windows 10 and 11 as well as basic navigation and management of Server 2012, 2016, and 2019. Candidate must be able to quickly and independently diagnose and resolve common issues.

The successful technician will receive and register hardware, answer service desk calls, create service tickets, troubleshoot on the phone, analyze and fix technical issues, and escalate issues to senior technicians when necessary. He/she must communicate clearly with diverse clients, understanding that users want solutions not technical explanations. Retail experience a plus. Limited training provided.

Responsibilities:

• Capturing ticket information and triaging tickets
• Level 1/Level 2 Support
• Setting customer expectations for ticket response times
• Resolving and/or escalating reactive tickets (onsite or remote)
• Ensuring customer satisfaction
• Following standard operating procedures (SOPs) and updating SOPs as needed
• Providing technical assistance with computer hardware and software
• Resolving issues for clients via phone, in person, or electronically

• Previous experience in IT, customer service, or other related fields
• Ability to build rapport with clients
• Strong troubleshooting and critical thinking skills
• Positive and professional demeanor

You will be exposed to various critical technologies: Azure/AWS Cloud, VoIP (Voice over IP), BCP/DR (Business Continuity Plan / Disaster Recovery), Wireless Networks, and Firewall support. This position will also take you onsite to many different businesses in northeastern and central PA to consult on and support clients’ business information technology.

This is a dynamic position for those who take pride in their career, and job responsibilities will grow as the employee advances. Full-time with benefits. Salary will depend on experience and education. Health insurance, paid holidays, and paid vacation and personal days available after 90-day probationary period.