IT Service Desk Technician (Reactive) - 10AM - 7PM EST

This onsite role centers on reactive IT service desk support, handling first-contact issues, ticket triage, and a mix of remote and on-site tasks for small businesses from Cranberry Township, PA, on a 10:00 a.m. to 7:00 p.m. EST schedule, Monday through Friday.

Responsibilities

• Serve as the initial point of contact for customers via email, phone, and web form.
• Manage customer expectations and communicate promptly and effectively.
• Configure, maintain, and troubleshoot computer systems, hardware, and software.
• Provide remote support to end users.
• Triage and assign alerts to the most appropriate resource.
• Escalate complex and high-time-cost issues to the next level of support.
• Focus on identifying the root cause to prevent recurrence of issues.
• Prepare computers, servers, and networking equipment using defined procedures.
• Perform upgrades and assess issues outside of customer operating hours as needed.
• Assist with shipping and receiving materials when other administrative roles are unavailable.
• Create and discuss recommendations for process improvements during weekly meetings.
• Regularly reprioritize tasks and address the highest priority item at all times.
• Follow documented start and end-of-day routines.
• Record all time with detailed notes in the ticketing and time management system.
• Follow and update written procedures; create new procedures when necessary.
• Diligently document work and ensure compliance with standards.
• Meet key performance indicators to ensure customer satisfaction and efficiency.

Requirements

• Gather issue information and develop an effective resolution plan.
• Manage and regularly update all assigned tickets.
• Capable of lifting up to 70 pounds with proper lifting technique.
• Display curiosity with strong troubleshooting skills, persistently seeking root cause by asking why and exploring multiple angles, and comfortable solving unfamiliar problems independently.
• Focus on delivering a high quality customer experience.
• Ability to work independently or in teams, manage a full schedule, and pursue new tasks with minimal oversight.
• Respect customer productivity and minimize disruption from tasks.
• Prioritize and manage a dynamic workload while staying organized.
• Strong interpersonal communication skills, both oral and written.
• Excellent attention to detail with reliable follow-through without needing frequent management prompts.
• Avid learner who continuously engages with new and existing technologies.
• Commitment to delivering superior customer support excellence.
• Strong work ethic, sense of urgency, and enthusiasm.
• This is a mid-level position for candidates with a technical degree, a relevant bachelor’s degree, or relevant experience.
• Two years of prior IT support experience in field service, help desk, or network administration is helpful.
• Prior customer service experience is helpful.
• Experience at a managed service provider (MSP) is helpful.
• Certifications such as CompTIA, Fortinet NSE, and Microsoft certifications are a plus.
• Active Directory administration skills are required.
• Microsoft 365 administration skills are required.
• Understanding of networking used in small business environments.
• Experience supporting workstation-based Windows, macOS, and Unix/Linux operating systems.
• Experience with cloud-based business applications and productivity platforms.
• Fundamental understanding of a wide range of technologies, including: Traditional and Azure Active Directory, DNS, DHCP, RAID, Routers, VLANs, SSL VPN, IPsec VPNs, Group Policy, Azure, AWS, Office 365, SMTP, RDP, and various data backup software/hardware.

Technologies

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

Benefits

• Competitive salary with potential for growth; final offers may vary based on experience and expertise.
• Retirement plan with 4% match.
• Profit sharing.
• Financial incentives for developing automation and AI-based solutions to common issues.
• Vacation and sick leave.
• Paid holidays.
• 100% paid premium health plan for the employee.
• Paid certifications and training materials.
• Additional benefits such as cell phone plan support, gym memberships, and other wellness perks.

Application Questions

• In your own words, explain how you would troubleshoot with a user who calls in and says their screen is blank, but they know their machine is on.
• In your own words, define and describe how DHCP works.
• In your own words, define and describe how DNS works.
• What experience do you have with Microsoft Azure? Please be detailed.
• What experience do you have with Intune and Entra ID? Please be detailed.
• What experience do you have with managing firewalls? Describe the base setup and daily administrative tasks you have performed.
• How would you configure a switch port to accommodate both a non-VLAN aware device and a VLAN aware device on the same port?
• What is the most challenging and rewarding project or issue you have worked on? Provide details.

Ability to commute

Cranberry Township, PA 16066 (Required)

Ability to relocate

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

Hours and location

Hours are 10:00 AM to 7:00 PM EST, Monday through Friday, at the Cranberry office. There may be occasional visits to customer locations to resolve support requests. This is not a work-from-home position. All technical resources provide after-hours on-call coverage on a rotating weekly basis. Remote work is possible if the office becomes unavailable.