Help Desk Specialist

Affiliated Distributors (AD) is seeking a Help Desk Specialist to support the IT Service Desk team in providing first-level help to AD associates. This hybrid role is based out of the corporate office in Wayne, PA and focuses on troubleshooting, request handling, and account and device support across common business technologies.

What You’ll Do

• Deliver company-wide Level 1 technical support for hardware, software, user accounts, mobile devices, and supported business applications.
• Act as the first point of contact by responding to Service Desk requests submitted via phone, email, walk-ups, chat, and remote support tools.
• Log and manage requests accurately in the internal ticketing system, ensuring issues are resolved or assigned to the right IT staff member.
• Troubleshoot and resolve issues involving Windows 11, Microsoft 365, printers, peripherals, mobile devices, and basic network connectivity.
• Work with other IT staff to resolve unfamiliar issues through effective collaboration.
• Identify and escalate situations that need urgent attention or expert-level knowledge.
• Provide account support in a Windows 11 environment using AD/Azure and Office.
• Handle Microsoft 365 (365) account tasks including enabling/disabling computer and user accounts, password resets, account extensions, and onboarding and offboarding procedures.
• Configure and provide Level 1 support for associates’ mobile devices to access company email, MFA, and applications.
• Provide Level 1 and backup support for IT equipment in local and remote offices, and assist with additional IT projects and operational tasks as assigned.
• Perform other duties as assigned.

Required Qualifications

• Associate’s degree in IT, Business Management, or a related field.
• 2 years of experience in an IT Help Desk role (an equivalent combination of education and experience will be considered).
• CompTIA A+ and/or N+ certification preferred.

Technologies You’ll Support

• Windows 11, Microsoft 365, Active Directory (AD), Azure, Office
• MFA, iPhone, iPad
• Internal ticketing system and remote support tools

Role Details

• Location: Wayne, PA (hybrid, 3 days in the office)
• Schedule: 8:00a to 5:00p, Monday through Friday
• Travel: None
• Physical requirement: Ability to lift and carry equipment up to 25 lbs; accommodations will be made for those with physical disabilities

Knowledge, Skills, and Abilities

• Strong customer orientation with excellent listening and clear verbal and written communication.
• Strong learning, problem-solving, and analytical skills, with professionalism, patience, and composure in high-pressure situations.
• Proficiency with Microsoft 365 applications and services, Windows operating systems, and common business productivity tools.
• Familiarity with Active Directory, Azure, account administration, password resets, multifactor authentication, and basic identity/access management tasks.
• Experience supporting PC and Apple iPhone/iPad devices, including device setup, mobile applications, and troubleshooting.
• Basic understanding of computer hardware, peripherals, printers, mobile devices, and remote support technologies.
• Familiarity with ticketing systems, remote support tools, and IT service management processes.
• Ability to explain technical concepts clearly to non-technical associates.
• Commitment to continually developing and maintaining technical knowledge for supported systems and technologies.