Help Desk Support

Almo•Philadelphia, PA

About The Position

This six-month contract role serves as first-line help desk and network support for computer software applications, platforms, and computer and phone hardware. The position performs service restoration, troubleshoots problems, and resolves daily operations issues in a complex, distributed computing environment. It is responsible for onsite components standard to a Windows PC environment, including networking, imaging, and application management. The senior-level role additionally diagnoses, researches, and resolves user hardware and software issues; handles hardware system installation; recommends network updates, modifications, and additions; and troubleshoots network communication issues involving internet connections, switches, VPNs, cabling, and firewalls.

Requirements

Associate degree or higher, or equipment experience; an IT-related degree is preferred.
1–3 years of experience; the senior-level role requires 3 or more years.
Proficiency in or knowledge of Microsoft Office Suite.
Problem-solving skills, including cognitive thinking and intuition, to support a diverse client base.
Ability to work under pressure, prioritize, and meet established goals in a timely manner.
Strong written and verbal communication, time management, and record-keeping skills.
Customer service orientation.

Nice To Haves

An IT-related degree.

Responsibilities

Respond to technical assistance requests in person, by phone, or electronically and provide efficient solutions.
Define and solve problems by collecting data, establishing facts, drawing conclusions, and making decisions.
Assist end users with password resets, hardware and software setup, and troubleshooting.
Maintain and document network hardware and software databases, and back up network configuration devices.
Install, configure, and test workstations using standard hardware, software, and images.
Install and uninstall approved software on end-user devices.
Set up and assist with mobile devices, including configuring Almo email on approved devices.
Document user interactions thoroughly and accurately, and escalate issues appropriately for remediation.
Support system or product migrations.
Track and route problems and requests, and document resolutions.
For senior-level roles, diagnose, research, and resolve user hardware and software issues.
For senior-level roles, install hardware systems.
For senior-level roles, recommend network updates, modifications, and additions.
For senior-level roles, troubleshoot network communication issues involving internet connections, switches, VPNs, cabling, and firewalls.