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+
