IT Help Desk Technician, Aliquippa PA

PGT Trucking, Inc.•Hopewell Township, PA

1d•Onsite

About The Position

PGT Trucking is hiring an on-site, full-time IT Help Desk Technician to serve as the first point of contact for technical support across its offices, terminals, and driver fleet. The position is primarily Tier 1 support, with some Tier 2 troubleshooting, escalations, and project work. The technician works with a small IT team supporting PGT Trucking and affiliated companies. The schedule is Monday through Friday, 8:00 AM to 5:00 PM, and the role is hourly and non-exempt. The technician handles user requests through tickets, phone calls, email, and walk-ups; supports Windows computers, Microsoft 365, printers, peripherals, mobile devices, and driver tablets; and assists with account access, onboarding, equipment deployment, and inventory. The position also includes basic network troubleshooting, documentation and administrative work, security issue escalation, and discreet support for executive staff. Some Tier 2 duties include Active Directory and Exchange administration under established procedures, troubleshooting more complex technical issues, basic support for the company’s transportation management system, software deployment and updates, knowledge-base documentation, and assisting senior IT staff with projects and infrastructure tasks. All system changes must follow applicable change-management and security policies.

Requirements

Strong customer service and communication skills, including patience with non-technical users.
Working knowledge of Windows 10/11 and Microsoft 365.
Basic understanding of networking concepts, including IP addressing, DNS, DHCP, and Wi-Fi.
Ability to manage multiple requests and prioritize them by business impact.
Strong documentation habits and attention to detail.
Ability to lift up to 50 pounds and move equipment as needed.
Valid driver's license and reliable transportation.

Nice To Haves

At least one year of help desk, desktop support, or related IT experience, or equivalent training.
Experience with Active Directory.
Experience with ticketing systems and remote support tools.
Experience supporting mobile devices or mobile device management platforms.
Associate's or bachelor's degree in computer information systems or an adjacent IT field.

Responsibilities

Respond to help desk tickets, phone calls, emails, and walk-up requests in a timely and professional manner.
Log, track, prioritize, and document requests in the ticketing system through resolution.
Reset passwords, unlock accounts, and assist with multi-factor authentication enrollment.
Troubleshoot Windows desktops and laptops, Microsoft 365 applications, printers, and peripherals.
Set up and troubleshoot mobile devices and driver tablets, including device swaps.
Set up workstations for new hires and assist with onboarding and offboarding tasks.
Image, deploy, and recover computers using standard company images.
Maintain accurate equipment records in the asset inventory system.
Provide responsive, professional, and discreet support to executive staff.
Perform basic network troubleshooting, including connectivity, Wi-Fi, cabling, and network printers.
Complete IT paperwork and administrative tasks, including equipment forms, request records, and shipping or vendor documentation.
Help users report and handle suspicious emails and immediately escalate potential security issues.
Escalate issues beyond the role’s scope to the appropriate team member with clear documentation.
Perform user and group administration in Active Directory and Microsoft Exchange under established procedures.
Troubleshoot more complex hardware, software, network connectivity, and VPN issues.
Assist with user access and basic support for the company’s transportation management system.
Support software deployments, patching, and endpoint updates.
Write and update knowledge-base articles and how-to guides for users and the IT team.
Assist senior IT staff with assigned projects, upgrades, and infrastructure tasks.
Follow change-management and security policies for all system changes.