Support a fast-moving internal help desk as the first point of contact for employees at Colonial Electric Supply in King of Prussia, PA.

Resolve Tier 1 IT support requests submitted by employees
Answer employee questions related to computers and commonly used systems
Collect and analyze information to diagnose computer and system issues
Adjust configurations, settings, and permissions to restore proper functionality
Support onboarding by generating sign-ins for new hires
Install new software and hardware drivers, and update existing ones when needed
Provide updates to employees on the status of service requests
Log all service requests and maintain tickets with accurate, up-to-date notes
Travel to company branches for supervised field work with 24 hours notice, or in the event of an outage
Complete weekly on-call hours to support a 24/7 operation (schedule provided weekly; hours between 5 pm and the start of the new business day), compensated via overtime

Minimum 2 years of relevant experience in a help desk or IT support role
Certifications such as A+, Network+, or Microsoft are preferred, not required
High-level knowledge of commonly used software, hardware, and applications
Strong verbal communication to gather details from employees and explain technical concepts in simple language
Demonstrated written communication skills to create useful support logs and ticket notes
Analytical and problem-solving skills for troubleshooting and diagnosis
Time management skills to deliver updates and fixes within promised time frames
Multitasking skills to assist multiple employees at once
Observational skills to identify warning signs that may indicate potential problems
Customer service skills to interact professionally and positively with employees and coworkers
Reliable transportation required

Medical Insurance: choose between a traditional PPO and a flexible health plan with a tax-free health savings account
Comprehensive and affordable coverage
Preventative care covered at 100%
Access to the Blue Cross Blue Shield national network
Dental Benefits: affordable coverage with annual exams, cleanings, and xrays covered at 100%, plus rollover benefits
Vision Benefits: yearly eye examinations, with options to buy new lenses, frames, and contacts
Alternative vision option: skip glasses and receive special discounts on LASIK procedures
401(k): Colonial Electric matches 25% of your contributions up to 6% of your annual earnings
Life Insurance & AD&D: provided at zero cost to you for full-time employees
Paid Time Off: vacation, personal time, paid holidays, and more
Colonial Paid Parental Leave (CPPL): company paid time off to care for the birth or adoption of a child

Tier 1 Tech Support- Help Desk

Job Description