Desktop Support Technician

Essential Functions
Note: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager.

1. Diagnoses, troubleshoots, and resolves hardware, software, and network-related issues across Windows and Mac environments. Provide Tier 1 and Tier 2 technical support via phone, email, remote tools, and in-person interaction. Escalates complex issues appropriately while maintaining ownership and ensuring follow-through.
2. Delivers timely, courteous, and effective assistance for desktop, laptop, peripheral, and mobile device issues. Support end users with common applications including Microsoft Office Suite, web-based tools, VPN, and productivity platforms. Ensures a high level of customer satisfaction through professional interactions and prompt issue resolution.
3. Install, configure, and maintain desktop and laptop systems, printers, scanners, and other peripheral devices. Deploy and update software applications and security patches in accordance with organizational policies. Maintain asset inventory and follow hardware lifecycle management processes.
4. Assist in setting up and maintaining user workstations, user accounts, and access controls. Ensure systems are compliant with organizational policies and up-to-date with current OS patches and security updates. Support onboarding and offboarding procedures including workstation preparation and user profile configuration.
5. Log support tickets, resolutions, and updates to the IT ticketing system with detailed and accurate information. Maintain and contribute to internal documentation, FAQs, and user guides within the knowledge base and SharePoint. Assist in tracking IT assets, licensing, and configuration records.
6. Collaborate with cross-functional IT teams to resolve incidents, deploy technologies, and support enterprise projects. Participate in scheduled IT initiatives such as system upgrades, rollouts, and audits.
7. Deliver exceptional customer service by communicating effectively and empathetically with users at all technical levels. Educate users on best practices, preventative measures, and IT policies where applicable. Maintain a user-first mindset to ensure a positive support experience.

Marginal or Additional Functions

1. May work on special projects as assigned by IT leadership.
2. Recognizes problems by identifying abnormalities; reporting violations.
3. Protects company’s intellectual property and the privacy of customers’ data.
4. Performs other duties as assigned or apparent.

Supervisory and Managerial Responsibility

• Supervisory/managerial responsibility is not applicable

Knowledge, Skills & Abilities

Education, Licensure or Certification:
• Associate’s degree in Information Technology, Computer Science, or related field (or equivalent work experience)
• Certifications such as CompTIA A , Network , or Microsoft certifications a plus

Work Experience or Related Experience:
• 2 years of experience in desktop or end-user support in a professional IT environment
• Strong knowledge of Windows OS, Microsoft 365, desktop imaging, antivirus tools, and networking fundamentals

Specialized Knowledge, Skills & Abilities:
• Familiarity with ITSM and TDX ticketing systems (e.g., ServiceNow, Zendesk, or equivalent)
• Excellent problem-solving, interpersonal, and communication skills
• Ability to manage time effectively and prioritize multiple tasks in a fast-paced environment
• Incumbents must have good attention for detail.

Equipment
• Working knowledge of a PC, business and communications software (MS Office) and web-based tools are required
• Lenovo desktops/laptops, HP/Lenovo Servers, Hubs/Switches, Desktop/Mobile phones.

Travel Requirements and Conditions

• Travel is typically not required for this position but may be requested to service offsite locations and attend technical conferences or team meetings.

Work Environment, Conditions and Demands

• Work is generally performed in a full-time onsite office environment role in Philadelphia, with hybrid work flexibility as determined by the department.
• Participation in on-call rotation and occasional after-hours or weekend support as needed.

Physical Requirements and Demands

• Incumbent must have the ability to stand, sit, stoop, bend and reach. Must be able to use a telephone or headset equipment. Incumbents must be able to lift and move equipment and materials weighing up to 40 lbs. and perform physical tasks related to IT hardware setup.
• The ability to maintain a flexible schedule to accommodate on-call rotations as described is required.

Additional Position Information

• No additional information is applicable