IT Support Technician
On-sitePennsylvania, United States or Robinson, Pennsylvania, United States
Job Summary
Field incoming help requests via phone, Teams, and email to resolve end-user technical issues, then document all pertinent details in ticketing software. Prioritize and schedule support tasks, escalating complex problems to senior technicians or vendors as needed. Perform hands-on hardware and software troubleshooting for desktops, laptops, printers, and mobile devices, including installing updates, configuring systems, and maintaining security software. Assist with user account setups, manage device inventory, and develop how-to documentation for staff. Provide Level 2 support for critical application issues and participate in QA cycles. Maintain on-call availability 7 by 24 for emergencies and travel periodically to various locations.
Required Qualifications
- College diploma or university degree in the field of computer science and/or 2 years equivalent work experience in technical support
- Excellent technical knowledge of IT infrastructure technologies
- Knowledge of basic computer hardware, including desktops, laptops, servers, and networking devices
- Experience with computer and server operating systems, including Windows 10/11
- Excellent technical knowledge of email applications including Office 365 Tenant
- Hands-on hardware troubleshooting experience
- Exceptional interpersonal skills, with a focus on listening and questioning skills
- Ability to conduct research into a wide range of computing issues, as required
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly language
- Highly self-motivated and directed
- Attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Effective interpersonal skills and relationship-building skills
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
- Lifting and transporting moderately heavy objects, such as computers and peripherals
- On-call availability 7 by 24 for computer emergencies
- Traveling periodically to plants and office locations, as required
Desired Qualifications
- Certifications in Microsoft Operating Systems and Office 365 products a plus
- Experience with Azure environments, a plus
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