Service Desk Technician

Career Opportunities @Phmc•Philadelphia, PA

5d•Onsite

About The Position

PHMC serves as both a direct service provider to individuals, families, and communities across the region and as an intermediary agent — managing large-scale contracts, government and philanthropic partnerships, and multidisciplinary initiatives that require operational sophistication, strategic leadership, and deep mission alignment. Position Summary: The Service Desk Support Tech will provide first and second-line technical support to internal and external staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administrative duties within this role. Coverage includes PHMC and its Affiliate sites, as well as remote users at other offices and home workers. Work Schedule: This is a full-time exempt position with a regular work schedule of five days and 37.50 hours/week. General work described as Monday through Friday, 8:30 am – 5:00 pm. This position may be required to work some evenings and Saturdays during peak periods. Work primarily performed at 1500 Market Street, Philadelphia, PA.

Requirements

Ability to differentiate between errors caused by hardware, software, and applications.
Excellent organizational skills, attention to detail, and highly accurate work.
Excellent communication skills.
Normal office environment.
Minimum of 2 years of experience in service desk support.
High School Diploma required
A+ Certification required

Nice To Haves

ITIL certification would be beneficial
A technology-oriented degree is desirable

Responsibilities

Serve as a single point of contact for service requests from the user community regarding IT issues and questions.
Experience and in-depth knowledge of Service Desk methodologies.
Participate in Incident Lifecycle Management (timely response, closure, and escalation of issues).
Experience working with Service Management tools.
Knowledge of basic ITIL principles (Incident, Change, and Problem Management).
Maintain a high degree of customer service for all support inquiries.
Adhere to all service management principles.
Strong analytical and problem-solving skills.
Ability to interpret and convey technical concepts.
Ability to work both independently and in a team environment.
Knowledge of Network Infrastructure and the ability to troubleshoot LAN/WAN/Telephony /VPN issues.
Experience with Active Directory.
Working knowledge of Windows Server 2003 or higher, Exchange Server 2007 or higher, and Citrix is a plus.
High level of knowledge supporting all major Windows-based desktop applications (Microsoft Outlook, Word, Excel, PowerPoint, etc).
Publish support documentation to assist staff with requests for information & provide staff training if required.
Create and administer user accounts, passwords, and privileges/rights as assigned and directed by Network Administrators.
Follow all Service Desk Support and Department guidelines and operating procedures.
Perform day-to-day audio-visual (AV) functions, including scheduling, end-user coordination/training, troubleshooting, and equipment installation/repair.
Work closely with Peers, Management, and other IS staff to acquire additional technical and non-technical knowledge.
Performs other related duties as required by management.