Help Desk Technician - Tier 1

LEFCON, LLC is hiring a Tier 1 Help Desk Technician for onsite support in Harmony, PA.

Responsibilities

• Respond to client issues promptly and professionally.
• Own first-level escalated support from first touch through resolution or a clean handoff.
• Create, manage, assign, update, and close tickets accurately in Autotask.
• Track time completely and correctly on all service work.
• Provide end-user support for Office 365 apps: Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, and Forms.
• Support basic Windows Server tasks, including user and group management and awareness of common server roles.
• Handle common SSL certificate concepts, requests, and implementations.
• Support hospitality technology environments, including PMS, POS, door lock interfaces, guest internet, call accounting, and related systems.
• Use LEFCON support tools effectively, including the phone system, Datto RMM, Autotask, Auvik, IT Glue, and ScalePad.
• Monitor alerts, dashboards, device status, and basic network information.
• Maintain accurate client documentation in IT Glue.
• Create and update passwords according to LEFCON security policy.
• Communicate with clients before they need to ask for updates.
• Follow issues through until resolved or handed off with zero ambiguity.
• Protect client business operations through careful, secure, disciplined work.

Requirements

• Two or Four year degree in IT
• Or commensurate practical IT experience
• Help Desk experience: 2 years (Required)
• CompTIA A+ (Required)
• Lenovo desktop and laptop support experience (preferred/optional)
• Hospitality technology experience (preferred/optional)
• Exposure to MSP tools such as RMM, PSA, documentation, monitoring, and asset management platforms (preferred/optional)

Technologies

• Autotask
• Office 365 (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, Forms)
• Windows Server
• SSL certificates
• PMS, POS
• Datto RMM, Auvik
• IT Glue
• ScalePad

Success Measures

• Tickets handled quickly, accurately, and professionally.
• Clients receive clear communication and timely updates.
• Documentation is complete enough for the next person to understand the environment and work performed.
• Time entries are accurate and submitted consistently.
• Repeat mistakes are reduced through learning and documentation.

LEFCON Standard of Performance

• If you touch it, you own it.
• The client should never wonder who owns the issue.
• The team should never have to guess the next step.
• Documentation should make the work visible.
• Communication should happen before someone has to ask.
• Mistakes should be owned, fixed quickly, and not repeated.
• Activity is not the goal; resolution is.
• Not my job is not acceptable.
• Every interaction either builds or damages trust.
• At LEFCON, technical skill matters; ownership matters more.

Job Details

• Job type: Full-time
• Pay: $22.00 - $25.00 per hour
• Location: Harmony, PA (onsite)
• Work remotely: Yes, after 6 months

Benefits

• 401(k) and 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Application / Pre-Screening

• Please provide a valid email address that will be used for scheduling an interview.
• Please list 2-3 dates and time ranges you could do an interview.
• Failure to answer all pre-screening questions will eliminate you from consideration.