Job Description
We are seeking a dedicated and detail-oriented Help Desk Support Specialist to join our elite IT team in Philadelphia. In this pivotal role, you will serve as the bridge between our technology infrastructure and our employees, ensuring a seamless and productive work environment.
As part of our growth initiative, we are proud to offer a $2,000 Sign-On Bonus to all qualified candidates who join us. If you are passionate about technology, problem-solving, and delivering exceptional user support, we want to hear from you.
Responsibilities
- Provide comprehensive technical support for hardware, software, and network issues via phone, email, and remote access.
- Manage and resolve IT service requests and incidents within strict Service Level Agreement (SLA) targets.
- Install, configure, and troubleshoot operating systems (Windows 10/11, macOS) and essential productivity software.
- Maintain accurate and up-to-date records of all support tickets, resolutions, and system configurations in the Service Desk tool.
- Conduct remote troubleshooting and on-site visits to resolve critical infrastructure issues and user access problems.
- Collaborate with senior IT staff to optimize help desk processes, reduce recurring issues, and improve user satisfaction.
Qualifications
- Associate degree in Computer Science, Information Technology, or related field (Bachelor’s degree preferred).
- Minimum of 1-3 years of professional experience in a Help Desk or Technical Support role.
- Strong working knowledge of Microsoft Office Suite, Active Directory, TCP/IP networking, and basic scripting.
- Excellent verbal and written communication skills with a customer-centric approach.
- Ability to explain complex technical concepts to non-technical users in simple, understandable terms.
- ITIL Foundation certification is a plus but not required.