IT Help Desk

Job Title: IT Help Desk Technician

Company: Reqrouteinc

Location: United, Pennsylvania

Employment Type: Full-Time

Job Overview

Reqrouteinc is seeking a motivated and customer-focused IT Help Desk Technician to join our team. Based in our United, Pennsylvania office, this Full-Time role is essential for maintaining the smooth operation of our IT systems. The ideal candidate will be the first point of contact for all IT-related queries, providing timely and effective technical support to our staff. You will be responsible for diagnosing and resolving a wide range of hardware, software, and network issues, ensuring our employees can work efficiently and securely.

Responsibilities

As an IT Help Desk Technician, your key duties will include:
• Serving as the primary point of contact for technical support requests received via phone, email, or our ticketing system.
• Providing first-line support by troubleshooting and resolving issues related to computer hardware, software, mobile devices, and peripherals.
• Installing, configuring, and maintaining desktop operating systems, business applications, and computer hardware.
• Managing user accounts, permissions, and access rights within Active Directory and other systems.
• Escalating complex or unresolved issues to the appropriate senior IT personnel in a timely manner.
• Meticulously documenting all support requests, troubleshooting steps, and resolutions in our IT service management system.
• Assisting with the setup and onboarding of new employees, including workstation configuration and account creation.
• Contributing to the creation and maintenance of our IT knowledge base and user guides.

Qualifications

The successful candidate should possess the following skills and experience:
• Proven experience in an IT help desk, service desk, or a similar technical support role.
• Strong working knowledge of Windows operating systems and the Microsoft Office 365 suite.
• Hands-on experience with troubleshooting PC hardware, printers, and other peripherals.
• A basic understanding of networking principles, including TCP/IP, DNS, and DHCP.
• Experience with user account management in an Active Directory environment is highly desirable.
• Excellent communication and interpersonal skills, with a strong focus on customer service.
• Strong analytical and problem-solving abilities with a keen attention to detail.
• The ability to work independently and collaboratively as part of a dynamic team.
• Relevant industry certifications (e.g., CompTIA A+, ITIL Foundation) are considered an advantage.

What We Offer

• A competitive hourly wage ranging from $20 to $45 USD, dependent on experience and qualifications.
• A permanent, Full-Time position.
• An opportunity to develop your technical skills in a supportive and professional environment.