Support Jobs in Erie, PA

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Desktop Support Technician

Ovation Workplace Services Erie, PA

Erie, PA

Today

$35k - $47k/yr Full time Active Directory Application Support Desktop Support

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Job Description

Support first-line and second-line desktop and end user support for local and remote users across Windows, Microsoft 365, and enterprise peripherals.

Responsibilities

Provide first- and second-level technical support for hardware, software, and application issues via phone, remote access tools, and on-site visits.
Log, track, and maintain accurate documentation for incidents and service requests in the designated IT ticketing system.
Install, configure, upgrade, and troubleshoot supported Windows operating systems, currently Windows 10 and Windows 11.
Support Microsoft Office 365 and troubleshoot Microsoft application issues.
Provide foundational support for macOS to assist users of Apple devices.
Install, configure, and support enterprise applications, including Cisco Jabber and other organization-approved software.
Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripherals.
Perform preventive maintenance on computers, laptops, and printers to support ongoing reliability.
Complete remedial repairs on desktops, laptops, printers, and related peripheral equipment.
Use diagnostic tools to troubleshoot network connectivity and workstation hardware and software issues.
Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as needed.
Provide timely, professional status updates to end users and stakeholders for open incidents and resolution progress.
Support mobile device management (MDM) for iOS and Android devices.
Apply working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications in support of broad IT needs.
Perform other duties as assigned to support departmental and organizational objectives.

Requirements

Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent education and work experience combination).
Minimum eighteen (18) months of hands-on experience in desktop support, help desk, or IT support.
Demonstrated experience supporting Windows environments, including Windows 10 and/or Windows 11.
CompTIA A+ certification or equivalent vendor-neutral credential.
Microsoft certification such as MCP, Microsoft 365 Fundamentals, or higher-level Microsoft certification.
Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
Experience installing, configuring, and troubleshooting PC and laptop hardware.
Familiarity with enterprise antivirus and endpoint protection solutions.
Experience with helpdesk ticketing systems and IT service management practices.
Knowledge of MDM platforms supporting iOS and Android.
Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
Strong analytical, problem-solving, and technical troubleshooting skills.
Ability to manage multiple priorities, work independently, and meet established SLAs.
Excellent verbal and written communication, including the ability to explain technical details to non-technical audiences.
Commitment to high-quality customer service to internal stakeholders.
Ability to adapt to changing technologies and shifting organizational priorities.
Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response.
Experience requirements:
- SCCM: 2 years (Required)
- Desktop support: 2 years (Required)
- Active Directory: 2 years (Required)

Technologies

Windows 10
Windows 11
Microsoft Office 365
macOS
Cisco Jabber
Active Directory
Group Policy Objects (GPOs)
helpdesk ticketing systems
mobile device management (MDM)
iOS
Android
enterprise antivirus and endpoint protection solutions
enterprise encryption solutions
Windows device management via Active Directory
SCCM

Benefits

401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance

Physical Requirements and Work Environment

Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
Occasionally required to lift and/or move IT equipment up to 50 pounds.
May require bending, kneeling, or crouching to install or service equipment.
Work is primarily in a standard office or data center environment with moderate noise levels.
May require travel to or work at multiple organizational sites or client locations.

Location: Erie, PA (onsite) | Salary: USD 35,000 - 47,000 per year | Minimum Experience: 1 year

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