Deskside Support Technician
About The Position
The Level 1 Desktop Technician provides phone and in-person technical support in a clinical environment at 112 N 7th St, Chambersburg, PA. The role serves as the first point of contact for IT support requests and troubleshoots user issues involving email, operating systems, desktop applications, hardware, peripherals, and deployed or developed applications. Support is provided in a hybrid work environment, with timely resolution or escalation of requests. The technician installs, configures, and troubleshoots Microsoft operating systems, Office 365 applications, Microsoft Teams, and client-specific software. The position also supports workstation setup and maintenance, IT asset deployment and retrieval, MFA provisioning, software distribution, configuration management, and asset inventory. Additional duties include documenting requests in an ITSM solution such as ServiceNow, performing root cause analysis and generating reports, supporting A/V equipment for meetings and events, and participating in an after-hours support rotation as needed. The role requires physical activity such as lifting up to 40 pounds, standing or walking for extended periods, using stairs or ramps, and working under desks or in confined spaces. Employees must communicate effectively, solve problems, manage multiple detailed tasks, work with colleagues, clients, and vendors, and maintain composure in a fast-paced environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Requirements
- US citizen or Lawful Permanent Resident.
- High school diploma or equivalent.
- 1–3 years of experience in IT support or a related field, supporting clients onsite in a corporate environment.
- Proficiency in troubleshooting laptops, desktops, printers, and other peripherals.
- Strong knowledge of Microsoft Office applications and client-specific software.
- Familiarity with Active Directory and Windows 10/11 workstation operating systems.
- Experience with remote desktop connectivity tools such as Microsoft RDP, Bomgar, or other Remote Assistance tools.
- Basic understanding of network protocols, including TCP/IP and wireless connections.
- CompTIA A+ certification.
- Excellent written and verbal communication skills.
- Ability to work independently and as part of a team.
- Strong problem-solving skills and attention to detail.
- Dependability and a proactive work ethic.
- Ability to work with strong personalities and meet customer expectations.
- Coachability and responsiveness to feedback from leadership.
- Positive, team-oriented attitude.
- Ability to lift up to 40 pounds.
- Ability to stand or walk for extended periods and walk up and down stairs or ramps.
- Ability to kneel and work under desks or in confined spaces.
- Ability to sit; talk or hear in person and by multimedia; use hands to operate standard office equipment; reach with hands and arms; and adjust focus for close-vision tasks.
- Ability to communicate effectively, interpret data and documents, analyze and solve problems, use mathematical reasoning, learn and apply new skills, perform detailed work on multiple concurrent tasks, and interact with colleagues, clients, and vendors.
- Ability to maintain composure in a fast-paced, high-quality environment.
Nice To Haves
- Audio/Visual (A/V) experience.
Responsibilities
- Provide phone and in-person technical support for issues involving email, computer operating systems, desktop applications, and other deployed or developed applications.
- Serve as the first point of contact for IT support requests and resolve or escalate them in a timely manner.
- Troubleshoot and resolve hardware, software, and peripheral issues in a hybrid work environment.
- Document support requests and resolutions using an IT Service Management (ITSM) solution such as ServiceNow.
- Install, configure, and troubleshoot Microsoft operating systems, Office 365 applications, Microsoft Teams, and client-specific software.
- Set up and maintain workstation components, including network cards, sound cards, video cards, printers, scanners, and video teleconferencing equipment.
- Manage IT asset deployment and retrieval, including laptops and mobile devices, during employee onboarding and offboarding.
- Provision multi-factor authentication (MFA) solutions.
- Perform root cause analysis and generate requested reports from ServiceNow.
- Participate in an after-hours support rotation as needed.
- Provide Audio/Visual (A/V) support for meetings, conferences, and briefings.
- Assist with configuration management, including deployments, imaging, and provisioning.
- Perform software distribution.
- Maintain IT asset management, tracking, and inventory control.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
