What are the responsibilities and job description for the Desktop Support Technician position at AMERICAN READING COMPANY INC?
Desktop Support Technician (Full-Time, On-Site – 5 Days/Week)
We are looking for a Desktop Support Technician to provide hands-on and remote technical support to end users. This role is full-time (5 days per week) and on-site at our headquarters in Blue Bell, PA. The successful candidate will be responsible for troubleshooting hardware and software issues, supporting daily IT operations, and ensuring employees have the tools they need to stay productive.
Key Responsibilities
- Provide desktop and end-user support via walk-ups, ticketing system, email, and remote support tools
- Troubleshoot and resolve issues related to hardware, software, operating systems, and user accounts
- Prioritize and triage support requests based on urgency and business impact
- Support onboarding and offboarding processes (device setup, imaging, user account provisioning, access management)
- Assist with basic networking troubleshooting (connectivity, Wi-Fi, VPN, printers)
- Support remote users using Remote Desktop and other remote access tools
- Escalate complex issues when necessary while maintaining ownership through resolution
- Document issues, troubleshooting steps, and resolutions thoroughly in the ticketing system
Technical Knowledge & Experience (Required / Preferred)
- Strong working knowledge of Windows 10 and Windows 11
- Experience supporting and troubleshooting devices managed through Microsoft Intune / MDM
- Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
- Experience supporting Adobe Creative Cloud applications and user licensing
- Working knowledge of Remote Desktop and remote support tools
- Basic experience with Active Directory (user accounts, password resets, group membership)
- Ability to troubleshoot and support network and local printers, including driver installation and print failures.
- Familiarity with ticketing systems and IT documentation best practices
What We’re Looking For
- Strong active listening skills and the ability to ask clarifying questions
- Effective prioritization and time-management skills to handle multiple requests
- Clear, calm communication with users at all technical skill levels
- Strong problem-solving and analytical thinking to identify root causes
- Customer-service mindset (empathetic, patient, and solutions-oriented)
- Strong documentation habits to ensure consistent and repeatable support
- Adaptability and willingness to learn as systems, tools, and processes evolve
Job Details
- Job Type: Full-Time
- Work Location: 480 Norristown Rd, Blue Bell, PA 19422
- Schedule: Monday–Friday
- Salary Range: $50k-$55k
Salary : $50,000 - $55,000