Desktop Support Technician

All Lines Technology Inc•Pittsburgh, PA

3d•Onsite

About The Position

The Desktop Support Technician provides first-level IT support, ticket monitoring, and incident documentation for staff and faculty across the organization. This role is responsible for quickly assisting users, resolving common technical issues, and escalating more complex incidents to higher tiers when needed. Technicians must follow established procedures, maintain excellent communication, and deliver a positive customer service experience.

Requirements

Associate’s Degree required; Bachelor’s Degree preferred or equivalent experience
1–2 years of experience in a service desk, call center, or IT support environment
Ability to diagnose basic desktop, laptop, tablet, and peripheral issues
Basic understanding of networking concepts, including wireless connectivity
Ability to follow documented procedures and troubleshooting steps
Strong verbal and written communication skills
Ability to think logically, ask questions, and gather information from users
Ability to work independently and as part of a team
Strong attention to detail, especially when documenting tickets

Nice To Haves

Experience supporting Apple devices is a plus
CompTIA A+, Network+, Microsoft certifications, HDI, or ITIL preferred
Experience with RMM tools such as N‑Able or PRTG is a plus
Strong customer service or help desk background is beneficial

Responsibilities

Provide first-contact support via phone, email, and remote support tools
Monitor the ITSM queue and respond to incoming tickets and alerts in a timely manner
Document all incidents accurately and thoroughly in the ticketing system
Troubleshoot common issues with desktops, laptops, tablets, peripherals, and software
Use knowledge base articles to perform consistent, repeatable fixes
Escalate incidents to Tier 2/3 when appropriate and provide necessary details
Assist in meeting team goals for ticket response, resolution time, and customer satisfaction
Communicate effectively with users of all technical backgrounds
Maintain a positive, service-oriented attitude and represent the support team professionally
Participate in ongoing learning, training, and skill development