IT Help Desk Technician

Scalo Inc.•Robinson Township, PA

2d•$45,000 - $58,000

About The Position

The IT Help Desk Technician is the first point of contact for Scalo Inc employees seeking technology support. The role troubleshoots hardware, software, network, and account issues across office and field locations, documents requests through resolution, and provides backup support for AI and IT implementation projects. Scalo Inc provides shared services to Scalo Companies businesses, including accounting, HR, safety, marketing, warehousing, and administration.

Requirements

High school diploma or GED.
1–2 years of help desk, desktop support, or related IT experience; internships count.
Working knowledge of Windows 10/11, Microsoft 365, and Active Directory.
Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
Experience using a ticketing system.
Strong customer-service skills and patience explaining technical issues to non-technical users.
Clear written and verbal communication.
Ability to prioritize multiple requests and work independently.
Valid driver's license and reliable transportation for travel between locations.

Nice To Haves

Associate's degree in Information Technology, Computer Science, or a related field.
CompTIA A+, Network+, or Security+ certification, or Microsoft 365 certification.
Experience with Intune, Autopilot, or other device-management tools.
Familiarity with construction or accounting software such as Sage 300 CRE.
Experience supporting remote and field-based users.
Basic PowerShell scripting.

Responsibilities

Respond to help desk tickets, calls, emails, and walk-ups within defined service-level targets.
Diagnose and resolve issues with Windows desktops and laptops, printers, scanners, mobile phones, and tablets.
Support Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint, and company business applications such as accounting and project management software.
Escalate complex issues to senior IT staff or vendors and follow up until they are closed.
Provide remote support and travel to offices and field sites when on-site help is needed.
Create, modify, and disable user accounts in Active Directory / Entra ID and Microsoft 365.
Reset passwords, manage multi-factor authentication, and assign security group permissions.
Process new-hire onboarding and employee offboarding on schedule.
Image, configure, and deploy computers, phones, and peripherals.
Maintain an accurate inventory of IT assets, warranties, and software licenses.
Coordinate hardware repairs, replacements, and secure disposal.
Apply patches and updates and verify endpoint protection is current.
Perform basic network troubleshooting for Wi-Fi, VPN, switches, and connectivity.
Monitor backups and report failures to the IT Manager.
Follow security policies and report suspected phishing or security incidents immediately.
Provide backup support for AI tool and IT system rollouts when the primary implementation lead is unavailable.
Help configure, test, and deploy new AI tools and IT systems, and verify user access and permissions.
Train and support employees adopting new AI tools and systems, and gather their feedback.
Document implementation steps, known issues, and usage guidelines in the knowledge base.
Follow company policies on AI use, data privacy, and security, and report concerns to the IT lead.
Log all work in the ticketing system with clear notes and resolution steps.
Write and update knowledge-base articles and how-to guides.
Train employees on hardware, software, and security best practices.
Perform other IT duties as assigned.