Help Desk/Desktop Support Technician
About The Position
We are seeking a Workstation Specialist with strong hands-on experience in PC installation, hardware/software troubleshooting, workstation support, printer support, network cabling, and field IT support. This position will support users across multiple office, field, and remote locations, including district offices, county offices, stockpiles, construction field offices, traffic management locations, driver license centers, welcome centers, and other remote sites. The selected candidate will work closely with IT team members to provide Tier 2 technical support for hardware, software, network-connected devices, mobile devices, and related infrastructure. The role requires strong customer service skills, attention to detail, the ability to follow technical procedures, and the flexibility to travel to various field locations.
Requirements
- Valid driver’s license.
- Ability and willingness to travel to assigned regional locations and other Pennsylvania locations as required.
- Minimum 4 years of experience installing, configuring, and troubleshooting PC hardware and software in an enterprise LAN/WAN environment.
- Minimum 4 years of experience installing and supporting laptops and docking stations.
- Minimum 4 years of experience installing and supporting multifunction print devices.
- Minimum 2 years of experience using Remedy or a similar ticketing system.
- Minimum 2 years of experience with premise cabling, including Cat5e/Cat6 cable installation and terminations.
- Strong understanding of LAN/WAN, TCP/IP, Windows workstation support, remote desktop support, and enterprise desktop troubleshooting.
- Ability to read, understand, and follow technical manuals, schematics, documented procedures, and SOPs.
- Strong written and verbal communication skills in English.
- Strong customer service skills and ability to support users in a professional manner.
- Ability to work in a fast-paced environment while managing multiple priorities.
- High attention to detail and ability to follow established processes.
Nice To Haves
- Experience with Cisco VPN router installation and support.
- Experience with Cisco AnyConnect VPN.
- Experience with Active Directory.
- Experience with Microsoft System Center Configuration Manager, SCCM, or MECM.
- Experience with Hyena System Management Software.
- Experience with Remedy Asset Management.
- Experience supporting iPhones, iPads, and MDM systems.
- Experience creating technical documentation or process documentation.
- Experience planning, scheduling, and tracking hardware deployments.
- Experience leading team deployments.
- Experience with project coordination or project management.
- Experience reading and interpreting architectural or electrical plans related to facility remodeling or new construction.
Responsibilities
- Install, configure, and troubleshoot desktop computers, laptops, docking stations, monitors, printers, and related peripherals.
- Provide onsite and remote technical support for end users through in-person visits, phone, and email.
- Install and support Windows operating systems, business applications, network drivers, and related software.
- Connect and disconnect PCs and printers to network or local devices.
- Assign workstation names and assist with Active Directory-related workstation setup.
- Install, test, and troubleshoot workstation images.
- Support SCCM/Microsoft Configuration Manager software deployments, workstation compliance, and related troubleshooting.
- Install, configure, and troubleshoot Cisco AnyConnect VPN software and Cisco VPN routers.
- Upgrade and repair PC equipment by replacing or adding memory, hard drives, cards, and other components.
- Install and troubleshoot Cat5e/Cat6 cabling, terminations, patching, and related network connectivity.
- Create, update, and track support tickets using Remedy or similar ticketing systems.
- Support multifunction printers, scanners, and other office technology.
- Configure, issue, troubleshoot, and support iPhones, iPads, and other mobile devices through MDM tools.
- Maintain accurate equipment inventory, including receiving, checking in, transferring, and tracking computer equipment.
- Update inventory records using Remedy Asset Management or similar systems.
- Support telecommunication equipment, including VoIP phones, analog lines, audio/video conferencing equipment, smartboards, web conferencing tools, and Microsoft Teams.
- Assist with hardware deployments, equipment deliveries, pickups, and end-user training.
- Document technical processes and update existing SOPs when needed.
- Identify and recommend opportunities to improve efficiency and support processes.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
