Service Desk Technician Tier I
NEW TREW Site•West Chester, PA
•Onsite
About The Position
The Service Desk Technician is a key member of Trew’s IT team, serving as a front-line resource for teammates across the business. This role provides hands-on technical support — including ticket resolution, laptop deployment, and onboarding/offboarding — while partnering closely with the Service Desk and Infrastructure teams to keep Trew’s technology running smoothly, from the office to the shop floor.
Requirements
- Working knowledge of Microsoft 365, Active Directory, and common office productivity and remote support tools
- Solid understanding of computer systems, mobile devices, and general technology hardware and software
- Ability to diagnose and resolve technical issues efficiently
- Strong interpersonal skills, with the ability to work effectively across teams and with individuals at all levels
- Excellent verbal and written communication skills
- Team-oriented mindset, with a genuine willingness to learn and grow technical expertise
- Demonstrated experience as a Service Desk Technician
- BS/BA in IT, Computer Science or relevant field
Responsibilities
- Serving as the primary point of contact for teammates seeking IT support, providing prompt and professional assistance
- Supporting the onboarding and offboarding of Trew teammates
- Diagnosing and troubleshooting hardware, software, and network issues, escalating complex cases as needed
- Configuring, and deploying laptops and desktop systems for end users
- Maintaining the health and performance of the company’s computer network and connected devices
- Partnering with teammates across departments to deliver timely, high-quality IT assistance
- Assisting with on-site technology projects and initiatives as directed
- Performing remote troubleshooting using diagnostic tools and effective questioning techniques
- Evaluating issue details to determine and implement the most effective solution
- Logging, tracking, and updating tickets in the incident management system, with clear documentation of resolutions
- Identifying opportunities to improve IT procedures and recommending enhancements, including documentation
- Maintaining and coordinating repair of conference room and office technology, including displays, phones, and printers
- Providing hands-on technical support for IT-related issues on the shop floor and in manufacturing areas
- Collaborating closely with the Service Desk and Infrastructure teams to ensure efficient, coordinated issue resolution
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
