Level 1 Help Desk

Title: Level 1 Help Desk Technician

Reports To: Help Desk Manager

Basic Job Functions:

Information Age Systems, LLC is a full-service technology consulting organization offering a collaborative team environment, exposure to diverse technologies, and opportunities for professional growth in a fast-paced MSP setting. As a member of the Network Support team, a successful candidate will provide efficient and reliable support for end user workstations and mobile devices across a variety of customer environments.

Each environment differs in size, structure, and complexity, requiring strong troubleshooting skills, adaptability, and a desire to continuously learn. The ideal candidate will be comfortable recommending and implementing solutions while quickly resolving workstation and end-user issues.

A successful candidate will also be required to provide technical support to end users in customer environments as well as to other team members present in the strategy and software divisions of IAS.

Essential Functions of the Job:

· Provide prompt initial response to all assigned service requests

· Monitor and troubleshoot system problems and complete remediation in a timely and efficient manner, focusing on root cause identification.

· Independently diagnose and resolve customer issues using remote support tools, knowledge base articles, and technical documentation

· Provide customer with regular communication regarding status of repair/install including notification when repairs are complete

· Properly document procedures and changes to customer’s environment

· Partner with team members to communicate new solutions and assist other technicians

· Maintain a professional, customer-focused demeanor in all client interactions, both on-site and remote

· Inspire confidence through all interactions with clients

Required Qualifications:

· Excellent written and verbal communication skills

· Minimum 1 year of support experience with current Microsoft desktop OS and office applications

· Minimum 1 year of hands-on experience installing, configuring, troubleshooting, and repairing Windows desktop/laptop systems and related hardware

· Strong organizational and documentation skills

· Ability to read, understand and interpret technical documents relating to hardware and software

· Ability to work independently with minimal supervision

· Desire to learn and support new technologies

Preferred Qualifications

· Experience with Autotask, N-able N-Central, Datto, and/or Passportal

· Experience working for a Managed Services Provider (MSP)

Physical Requirements:

· Able to lift and carry PCs and related equipment (35lbs)

· Able to assemble and disassemble computer hardware

· Able to view computer screen for 80-90% of the workday

· Ability to readily travel to client sites for support, repairs and troubleshooting

Work Environment:

· ~75% Home office and ~25% field-based

Job Types: Full-time, Permanent

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Application Question(s):

• Are you located within 30 minutes of Quakertown, PA

Work Location: Hybrid remote in Plymouth Meeting, PA 19462

Salary : $45,000 - $55,000