IT Service Desk Technician (Reactive)

Location

Cranberry Township, PA 16066 (onsite)

Salary

USD 55,000 - 70,000 per yearly

Responsibilities

• Act as the first point of contact for customers through email, phone, and web form.
• Set expectations and communicate in a timely and effective manner.
• Configure, maintain, and troubleshoot workstation hardware, software, and related systems.
• Provide remote support to end users as needed.
• Triage alerts and route them to the most appropriate resource.
• Escalate complex and time-intensive issues to higher levels of support.
• Investigate root causes to prevent recurrence of problems.
• Prepare computers, servers, and networking gear using defined procedures.
• Perform upgrades and assess issues outside standard operating hours when required.
• Assist with shipping and receiving materials when other administrative roles are unavailable.
• Develop and discuss recommendations for process improvements in weekly meetings.
• Continuously reprioritize tasks to address the highest-priority items.
• Follow documented start-of-day and end-of-day routines.
• Log all work with detailed notes in the ticketing/time-management system.
• Follow and update written procedures; create new procedures when gaps exist.
• Document work thoroughly and accurately.
• Meet key performance indicators to ensure customer satisfaction and efficiency.

Requirements

• Gather issue details and craft an actionable resolution plan.
• Maintain and regularly update all assigned tickets.
• Able to lift up to 70 pounds using proper lifting techniques.
• Be naturally curious with strong troubleshooting skills, persistently seeking root causes and diverse angles, with the ability to work independently when facing unfamiliar problems.
• Prioritize delivering a high-quality customer experience.
• Work independently or in teams, manage a full schedule, and pursue new tasks with minimal supervision.
• Respect customer productivity and minimize disruption from tasks.
• Prioritize and manage a dynamic workload in an orderly manner.
• Exhibit strong interpersonal communication skills, both oral and written.
• Demonstrate meticulous attention to detail and reliable follow-through without constant management reminders.
• Commit to ongoing learning and staying current with new and existing technologies.
• Maintain a focus on delivering a top-tier customer support experience.
• Show a strong work ethic, sense of urgency, and enthusiasm.

Technologies

Technologies you will work with include directory services and identity management tools, network and security components, cloud and collaboration platforms, and operating systems such as:

• Active Directory, Azure Active Directory
• DNS, DHCP
• RAID, Routers, VLANs
• SSL VPN, IPsec VPNs
• Group Policy, Azure, AWS
• Office 365, Microsoft 365, Intune, Entra ID
• SMTP, RDP
• Data backup software and hardware
• Windows, macOS, Unix/Linux

Benefits

• Competitive salary with growth potential
• Retirement plan with 4% match
• Profit sharing
• Incentives for building automation and AI-based solutions to common issues
• Vacation and sick time
• Paid holidays
• 100% paid premium healthcare plan
• Paid-for certifications and training materials
• Cell phone plan support, gym memberships, and other healthy-lifestyle incentives

Relocation

Relocate before starting work to Cranberry Township, PA 16066 (Required).