IT Support Technician (Tier 1 Service Desk)

Compensation Range: $24 - $28 per hour | Commensurate with experience

Travel: Occasional field travel throughout Greater Philadelphia (PA)

Overview

The IT Support Technician delivers frontline technical assistance across hardware, software, and end-user systems. The role centers on responsive customer support, accurate issue tracking, and ensuring incidents are resolved promptly or routed to the appropriate next-level team.

Responsibilities

Act as the initial contact for incoming technical support requests.
Troubleshoot and resolve Level 1 issues involving desktops, laptops, peripherals, and core applications.
Hand off more advanced or specialized issues to Tier 2/engineering teams when required.
Document incidents thoroughly, maintain ticket accuracy, and monitor items through closure.
Provide support to users both remotely and onsite, depending on need.
Oversee the Level 1 support queue to ensure timely acknowledgment and follow-through.
Maintain a customer-focused, solution-driven support experience.
Identify recurring problems and suggest improvements to workflows or documentation.
Stay current on supported systems, devices, and operating environments.

Qualifications

1+ year of experience in help desk, desktop support, or similar IT function (healthcare environment helpful).
Strong communication and customer service skills.
Practical troubleshooting knowledge across hardware, Microsoft products, and operating systems.
Basic understanding of TCP/IP networking concepts.
Experience supporting printers, endpoint devices, and telephony equipment.
Detail-oriented with the ability to follow established support protocols.
Familiarity with ITIL practices (incident, problem, change) is beneficial.
Must have a valid driver's license and personal vehicle for occasional field travel.

Education

Bachelor's degree preferred
Associate's degree required

Certifications (Preferred)

CompTIA A+
CompTIA Network+
CompTIA Security+

London Approach

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