Desktop Support Specialist, Information Technology

ServiceLink is seeking a Desktop Support Specialist, Information Technology to provide hands-on support to desktop users and help maintain desktop and related infrastructure. This onsite role focuses on end-user issue resolution, device setup, and ongoing LAN/WAN monitoring and support.

Role Overview

The Desktop Support Specialist installs and configures new PCs and laptops, diagnoses and resolves end-user problems, and assists with planned and unplanned infrastructure downtime activities as required. The position also supports LAN/WAN health through day-to-day maintenance and issue monitoring.

Key Responsibilities

• Install and configure all new PCs and laptops
• Perform hardware and software break / fix work, including upgrades
• Build an expert understanding of PC hardware, software, internal software, and associated technologies
• Diagnose and resolve end-user problems by recognizing issues, isolating causes, researching errors or features when needed, and completing problem resolution
• Execute planned and unplanned infrastructure downtime activities as required
• Assist in maintaining LAN/WAN infrastructure on a day-to-day basis
• Monitor infrastructure to identify and resolve issues
• Respond to escalated end-user issues
• Participate in maintenance activities that support the health and availability of infrastructure equipment
• Provide problem analysis and support to ensure correct escalation during outages or periods of degraded infrastructure performance
• Move employee equipment
• Organize and maintain equipment inventory levels
• Analyze and evaluate PC hardware and software
• Support a broad set of desktop and related technologies, including high-end copiers, scanners, and printers
• Assist with purchase order activity
• Frequently lift, carry, or reposition objects up to 50 pounds
• Provide support using available tools, including remote control technologies
• Assist with the coordination and execution of planned and unplanned infrastructure downtime activities
• Understudy one or more infrastructure technology disciplines and continue skill development on a supervised basis
• Perform all other duties as assigned

Required Skills and Qualifications

• Technical Associates Degree or equivalent preferred
• 2 to 3 years of relevant technical work experience
• Effective problem solving skills
• Ability to multi-task
• Outstanding customer service skills
• Experience in a Windows 11 and Mac OS X environment
• Experience with Office 365 and above
• Experience with multiple hardware platforms
• Experience with iOS and Android mobile platforms
• Certifications a plus (A+ or other)
• Detail oriented, with sound analytical skills
• Collaborative mindset and enjoyment of working in teams
• High productivity in a fast paced environment

Technologies

• Windows 11
• Mac OS X
• Office 365
• iOS
• Android
• Remote control technologies

Work Location and Authorization

• Onsite role located at ServiceLink corporate headquarters in Moon Twp, PA
• Candidates must be within reasonable commuting distance and able to work in-office daily
• Applicants must be currently authorized to work in the United States full-time and must not require sponsorship for employment visa status now or in the future

Compensation

USD 25 - 30 per hour.

Day-to-Day Activities

• Install and configure all new PCs and laptops
• Perform hardware and software break / fix work, including upgrades
• Develop and apply expert understanding of PC hardware, software, internal software, and associated technologies
• Diagnose and resolve end-user problems, including recognition, isolation, research of errors or features when required, and resolution
• Execute planned and unplanned infrastructure downtime activities as required
• Assist with day-to-day LAN/WAN infrastructure maintenance
• Monitor the infrastructure to identify and resolve issues
• Respond to escalated end-user issues