Help Desk Technician Day Shift

Location: Pittsburgh

Job Type: Full Time / Permanent

Qualifications • US work authorization (Required)

Full Job Description:  A leading Managed IT Service Provider for businesses in the Pennsylvania, Ohio, and West Virginia region. Our Cloud and Data Center clients span the nation. We exist to transform technology into value for our customers and help small to mid-sized businesses succeed through advanced technology management, personalized IT strategy, and the constant support of our responsive team. We are looking for a Help Desk Technician to provide technical support to users in an efficient and accurate manner. You will be considered as the front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Job Overview:  The position works 8:00 a.m. – 8:00 p.m., 3 days on/3 days off, rotating shift. The primary responsibility of the Help Desk Technician is to take ownership of reported incidents. The Technician helps the internal and external customers resolve incidents using remote support tools and basic troubleshooting techniques. Help Desk Technicians are the primary contact for status information on every technical support ticket and service request. You will receive excellent experience across a broad range of customers, thorough training, and earn certification in technologies and disciplines of interest to you in building your career.

Duties and Primary Responsibilities: • Proudly and professionally represent us as the first line of support for customers • Conduct computer diagnostics onsite and remotely to investigate and resolve problems • Trouble shoot and resolve systems-related issues in real time to minimize operational down time • Provide expert support for laptops, desktops, and remote access technologies as well as provide support as required regarding hardware, software, smart phone, and remote access • Manage user account setup and administration in Active Directory • Provide basic server and administration support for daily operations in a Windows environment. • Diagnose and resolve level 1 and 2 technical problems with computer hardware, networking and software • Install and configure PC hardware and software at end user workstations and test for correct operation • Train and assist users in the use of personal computers, peripheral devices and software to resolve issues and increase productivity • Log PC software bugs and search for solutions via information resources and upgrades available on the internet and/or direct communication with software vendors • Implement approved solutions to achieve increased user efficiency using approved tools and techniques • Communicate with vendors and 3rd parties to ensure timely and satisfying completion of tasks.

Position Requirements: • A minimum of one year of experience providing end-user phone support for PC desktop and application software and installing, upgrading, troubleshooting and repairing personal computers in a network environment • Customer service oriented with strong oral and written communication skills • Professionally communicate complex information effectively on the telephone & via email to inexperienced users • Knowledge of desktop and server operating systems (Windows 7, 8 and 10) (Server 2003, 2008 and 2012) • Knowledge of Microsoft Office tools and Office 365 • MS Office 365 administration (Exchange and SharePoint) • Knowledge with MS Active Directory • Strong written and oral communication • Strong interpersonal and relationship building skills • Ability to lift and/or move equipment (10 to 50 lbs.) • Strong organizational and multitasking skills • Ability to work in a fast paced, deadline oriented environment • A valid driver’s license.

Job Type: Full-time

Schedule: • 12-hour shift

Benefits: • 401(k) • 401(k) matching • Dental insurance • Employee assistance program • Flexible spending account • Health insurance • Life insurance • Paid time off • Professional development assistance • Retirement plan • Tuition reimbursement • Vision insurance We offer competitive wages, a comprehensive benefits package that includes medical, dental, vision, life, disability, a paid time off program, paid holidays, 401(k) retirement savings plan, and employee assistance program.