IT Help Desk

Reqrouteinc is seeking a motivated and customer-focused IT Help Desk Technician to join our team. Based in our United, Pennsylvania office, this Full-Time role is essential for maintaining the smooth operation of our IT systems. The ideal candidate will be the first point of contact for all IT-related queries, providing timely and effective technical support to our staff. You will be responsible for diagnosing and resolving a wide range of hardware, software, and network issues, ensuring our employees can work efficiently and securely., As an IT Help Desk Technician, your key duties will include:

• Serving as the primary point of contact for technical support requests received via phone, email, or our ticketing system.
• Providing first-line support by troubleshooting and resolving issues related to computer hardware, software, mobile devices, and peripherals.
• Installing, configuring, and maintaining desktop operating systems, business applications, and computer hardware.
• Managing user accounts, permissions, and access rights within Active Directory and other systems.
• Escalating complex or unresolved issues to the appropriate senior IT personnel in a timely manner.
• Meticulously documenting all support requests, troubleshooting steps, and resolutions in our IT service management system.
• Assisting with the setup and onboarding of new employees, including workstation configuration and account creation.
• Contributing to the creation and maintenance of our IT knowledge base and user guides.

Do you have experience in Ticketing system technical support?, The successful candidate should possess the following skills and experience:

• Proven experience in an IT help desk, service desk, or a similar technical support role.
• Strong working knowledge of Windows operating systems and the Microsoft Office 365 suite.
• Hands-on experience with troubleshooting PC hardware, printers, and other peripherals.
• A basic understanding of networking principles, including TCP/IP, DNS, and DHCP.
• Experience with user account management in an Active Directory environment is highly desirable.
• Excellent communication and interpersonal skills, with a strong focus on customer service.
• Strong analytical and problem-solving abilities with a keen attention to detail.
• The ability to work independently and collaboratively as part of a dynamic team.
• Relevant industry certifications (e.g., CompTIA A+, ITIL Foundation) are considered an advantage.

$20 - $45 an hour - Permanent, Full-time, * A competitive hourly wage ranging from $20 to $45 USD, dependent on experience and qualifications.

• A permanent, Full-Time position.
• An opportunity to develop your technical skills in a supportive and professional environment.