Job Description
Join our elite IT support team in Philadelphia and elevate your career with one of the highest-paying Help Desk roles in the region! TechSolutions Inc. is seeking a seasoned professional to deliver world-class technical support to Fortune 500 clients. Enjoy premium benefits, flexible remote options, and continuous growth opportunities in a dynamic environment.
Responsibilities
- Provide Tier 3 technical support for complex hardware/software issues across enterprise systems
- Lead incident resolution using advanced troubleshooting methodologies and diagnostic tools
- Develop and maintain detailed documentation for SOPs and knowledge base articles
- Collaborate with engineering teams to implement system improvements and prevent recurring issues
- Mentor junior support staff through peer review sessions and training workshops
- Monitor ticket queues with SLA adherence and performance metrics reporting
Qualifications
- 5+ years of enterprise-level help desk experience with Windows/macOS environments
- Expert knowledge of Active Directory, SCCM, and virtualization (VMware/Hyper-V)
- Industry certifications (CompTIA A+/Network+, ITILv4) required
- Proven experience with remote support tools (TeamViewer, AnyDesk, Splashtop)
- Exceptional communication skills with ability to translate technical concepts for non-technical stakeholders
- Bachelor's degree in Computer Science or related field preferred