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# Help Desk Specialist Level 1

- **Company:** Phillips Pet Food & Supplies
- **Location:** Easton, PA, United States
- **Experience:** Experienced
- **Salary:** $47,840.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Active Directory, Apple Mac Systems, Microsoft Outlook, Computer Networks, Domain Name System (DNS), Inventory Management Software, Network Troubleshooting, Windows Servers, Microsoft PowerPoint, Anti-Phishing, Microsoft SharePoint, Wide Area Networks, Enterprise Software Applications, Office365, Microsoft Onedrive, Computer Equipment, Information Technology
- **Published:** October 1, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=89a045e5a6f35596

## About the Role

* Associate's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.
 * Minimum of 2 years of Help Desk or IT Support experience.
 * Experience supporting Windows 11, macOS, and Windows Server environments.
 * Working knowledge of Active Directory.
 * Experience troubleshooting Android and iPhone devices.
 * Basic understanding of networking concepts, including DNS and network troubleshooting.
 * Strong analytical, problem-solving, and troubleshooting skills.
 * Ability to explain technical concepts to non-technical users both in person and remotely.
 * Ability to manage multiple priorities and work independently.
 * Willingness to work evenings, weekends, and participate in an on-call rotation.

Preferred Qualifications

 * Mobile Device Management (MDM) experience.
 * Experience supporting Microsoft 365 environments.
 * Familiarity with IT asset management and inventory systems.

## Description

We are seeking a customer-focused and technically skilled Help Desk Specialist to join our IT team. In this role, you will provide first-line technical support to both onsite and remote users, helping resolve hardware, software, mobile device, and network-related issues across the organization.
The ideal candidate enjoys solving problems, delivering exceptional customer service, and working collaboratively in a fast-paced environment. This hands-on position offers opportunities to expand your technical knowledge while supporting a wide range of technologies, including Microsoft 365, Windows, macOS, mobile devices, and enterprise systems.

What You'll Do
Technical Support & Customer Service

 * Respond to support tickets, emails, and phone calls in a timely and professional manner.
 * Provide first-level technical support for hardware, software, applications, and network issues.
 * Diagnose and resolve user-reported issues, escalating more complex problems when necessary.
 * Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
 * Educate users on cybersecurity best practices, including phishing and spam awareness.
 * Follow up with users to ensure complete resolution and satisfaction.
 * Maintain accurate documentation of troubleshooting steps, resolutions, and ticket activity.

Hardware, Software & Device Management

 * Install, configure, maintain, and repair computer hardware, software, and peripheral devices.
 * Troubleshoot and support Android and iPhone devices.
 * Assist with mobile device management (MDM) administration and support.
 * Manage IT assets, including device assignments, inventory tracking, and equipment returns.

Network & Systems Support

 * Support and troubleshoot LAN/WAN connectivity issues.
 * Assist with Active Directory account administration and related system support.
 * Monitor and support core IT infrastructure as needed.

Documentation & Process Improvement

 * Create and maintain technical documentation and knowledge base articles.
 * Identify recurring issues and recommend improvements to support processes and user resources.
 * Contribute to technology initiatives, including employee onboarding and offboarding activities.

Operational Responsibilities

 * Participate in an on-call rotation to provide after-hours support.
 * Support special projects and perform additional duties as assigned.

Safety & Compliance

 * Follow company safety policies and procedures.
 * Actively participate in safety and compliance initiatives., * Deliver outstanding customer service and user support.
 * Build strong working relationships across the organization.
 * Demonstrate integrity, accountability, and attention to detail.
 * Communicate effectively with users and technical teams.
 * Remain adaptable in a fast-paced environment with changing priorities.
 * Contribute to continuous improvement of support processes and documentation.
 * Maintain a positive, collaborative, and service-oriented mindset.

Why Join Us?

 * Opportunity to work with a variety of technologies and systems.
 * Collaborative team environment.
 * Career growth and continuous learning opportunities.
 * Meaningful impact supporting employees across the organization.

Apply today and help keep our technology running smoothly while delivering exceptional support to our users.