Help Desk Support

ALMO CORP•Philadelphia, PA

22h•Onsite

About The Position

Serve as first line helpdesk and network support on computer software applications and platforms and computer/phone hardware. Perform service restoration, troubleshoot problems and work to resolve daily operations issues in a complex, distributed computing environment. Responsible for all onsite components standard within a Windows PC environment (networking, imaging, application management). There are two levels for this positionJunior and Senior. Senior will be required to handle complex issues with minimal oversight. What you will do in this role: Provide friendly and helpful customer service as a Tier 1 level of helpdesk support to internal users requiring telephone support, remote support, or onsite support for corporate applications, IT hardware, end-user printing, connectivity, and other general helpdesk functions. Perform troubleshooting through diagnostic techniques and pertinent questions Identify, analyze, troubleshoot, and resolve problems with the aim of eliminating recurrences and reducing calls to the helpdesk Direct unresolved issues to the next level of support personnel Using the Ticketing System, log details of work performed, time, and resolution steps, immediately after each intervention Follow up with users to ensure full resolution of issues Deploy, install and manage computers and other devices in accordance with corporate standards Play a strategic role in the on-boarding program, ensure that users are up and running as soon as they join the team. Assist with monitoring and maintaining inventory of all hardware and software in use by the company Other related duties as required

Requirements

Previous experience as an IT Help Desk Technician or Field Technician
A strong working knowledge of computer systems, hardware and software
Basic understanding of networking principals
Ability to diagnose and resolve technical issues
Excellent communication and interpersonal skills
Professional demeanor at all times
Demonstrated organizational ability and follow-through
Ability to work within a team setting while demonstrating self-sufficiency and independence
Ability to work in a fast paced, dynamic environment
Interest in learning new technologies and keeping current with those used in the environment supported
Associates Degree or higher; IT related is preferred OR equipment experience
1-3 years of experience (Senior level role requires 3+ years)
Proficiency or knowledge of Microsoft Office Suite
Sharp problem-solving skills utilizing cognitive thinking and intuition for diverse client base
Ability to work well 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

Experience with Active Directory and Office 365
Related certifications (ie. CompTIA A+, Microsoft)
Related Post-Secondary Education or College degree

Responsibilities

Provide friendly and helpful customer service as a Tier 1 level of helpdesk support to internal users requiring telephone support, remote support, or onsite support for corporate applications, IT hardware, end-user printing, connectivity, and other general helpdesk functions.
Perform troubleshooting through diagnostic techniques and pertinent questions
Identify, analyze, troubleshoot, and resolve problems with the aim of eliminating recurrences and reducing calls to the helpdesk
Direct unresolved issues to the next level of support personnel
Using the Ticketing System, log details of work performed, time, and resolution steps, immediately after each intervention
Follow up with users to ensure full resolution of issues
Deploy, install and manage computers and other devices in accordance with corporate standards
Play a strategic role in the on-boarding program, ensure that users are up and running as soon as they join the team.
Assist with monitoring and maintaining inventory of all hardware and software in use by the company
Other related duties as required