Support Jobs in Natrona Heights, PA

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Desktop Support Technician

Ovation Workplace Services Natrona Heights, PA

Natrona Heights, PA

Today

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

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Job Description

The Desktop Support Technician provides first- and second-level technical support for end users across local and remote environments. The role focuses on troubleshooting end-user hardware and software, recording incidents in an IT ticketing system, and escalating issues to help maintain service-level agreements.

Role Responsibilities

Provide first- and second-level technical support for hardware, software, and application issues through phone, remote access tools, and on-site assistance.
Log, track, and maintain accurate documentation for incidents and service requests within the designated IT ticketing system.
Install, configure, upgrade, and troubleshoot supported Windows operating systems, including Windows 10 and Windows 11, as well as the Microsoft Office 365 suite.
Support macOS environments as foundational coverage 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 peripheral devices.
Perform routine preventive maintenance on computers, laptops, and printers, and complete remedial repairs on desktops, laptops, printers, and related peripherals.
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 when required.
Provide timely status updates to end users and stakeholders regarding open incidents and resolutions.
Support mobile device management (MDM) for iOS and Android devices in the enterprise environment.
Apply working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications to support a broad set of IT needs.
Complete other duties as assigned by management to support departmental and organizational objectives.

Required Qualifications

Education: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field; or an equivalent combination of education, training, and directly related work experience.
Experience: Minimum eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.
Windows experience: Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.
Certification: CompTIA A+ or an equivalent vendor-neutral credential.
Microsoft certification: MCP, Microsoft 365 Fundamentals, or a higher-level Microsoft certification.

Minimum Job Requirements (Additional Experience)

SCCM: 2 years (Required)
Desktop support: 2 years (Required)
Active Directory: 2 years (Required)

Required Knowledge, Skills, and Abilities

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 using 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 abilities.
Ability to manage multiple priorities, work independently, and meet established SLAs.
Excellent verbal and written communication skills, including conveying technical information clearly to non-technical audiences.
Commitment to high-quality customer service to internal stakeholders.
Ability to adapt to a rapidly evolving technology environment and shifting organizational priorities.
Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response.

Technologies

Windows 10, Windows 11
Microsoft Office 365
macOS
Cisco Jabber
Microsoft Active Directory
Group Policy Objects (GPOs)
MDM
iOS
Android

Benefits

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

Work Details

Job type: Full-time
Pay: $35,000.00 - $47,000.00 per year
Work location: In person
Location: Natrona Heights, PA (onsite)

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 weighing up to 50 pounds.
May require bending, kneeling, or crouching to install or service equipment.
Work performed primarily in a standard office or data center environment with moderate noise levels.
May be required to travel to or work at multiple organizational sites or client locations.

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