To Apply for this Job Click Here

Location: Hybrid Center City Philadelphia. 3 days remote, 2 days in office

Duration: Ongoing multi year contract

We are seeking a Level 1 IT Help Desk Technician to provide first-line technical support to end users in a fast-paced, high-volume environment. This position is primarily phone-based and requires strong communication skills, a customer service mindset, and the ability to troubleshoot common IT issues efficiently.

Responsibilities:

• Serve as the first point of contact for users via phone, handling a high volume of inbound support calls.

• Provide initial troubleshooting for hardware, software, network, and account-related issues.

• Log, track, and update tickets in the IT service management (ITSM) system, ensuring accurate documentation of reported issues and resolutions.

• Escalate complex or unresolved issues to Level 2/3 support teams following established procedures.

• Assist users with password resets, account access, and basic application support.

• Deliver excellent customer service by communicating technical information clearly and professionally.

• Follow standard operating procedures and contribute to knowledge base updates.

Basic Qualifications (Required Skills/Experience):

• IT support experience (internship, help desk, or technical support role).

• Strong verbal communication skills with the ability to manage a fast-paced call queue.

• Basic knowledge of Windows operating systems, Microsoft Office applications, and common enterprise software.

• Familiarity with ticketing systems and remote support tools.

• Ability to prioritize tasks and maintain composure under pressure.

To Apply for this Job Click Here