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.
T1418308-PHI_1758142646