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Help Desk Technician
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on Pennsylvania data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$53,796 / year median in Pennsylvania
-11% projected decline
Job Description
Help Desk Technician
Blast Intermediate Unit 17
BLaST - South Office - Williamsport, Pennsylvania This job is also posted in Blast Intermediate Unit 17
Job Details
Job ID:
5912244
Application Deadline:
Posted until filled
Posted:
Yesterday
Starting Date:
Immediately
Job Description
Summary:
As a Help Desk Technician, you will be the first line of defense for the IT Department answering phones and fielding tickets. You will be handling inbound IT support requests from all levels of the organization. This includes user account management, workstation support and deployment, basic network troubleshooting, and application support for a variety of applications. You will be expected to contribute to the continuous improvement of the IT infrastructure and operations. This includes advancing your personal competencies and IT skills through provided training as well as mentoring by senior team members.
Primary Functions:
Receive service requests via ticket, phone, and email, perform services and tasks according to procedures, and escalate where necessary
Provision and deploy new workstations and laptops to IU staff
Participate in hardware refreshes for existing workstations and mobile devices
Help maintain internal IT documentation and employee self-help wiki
Assist with the setting up and troubleshooting of AV equipment in conference rooms
Perform intermediate-level troubleshooting on MS Office, Windows devices, and basic networking.
Perform hardware maintenance on desktops, printers, projectors, mobile devices and other networked hardware
Help maintain inventory of all equipment and software as well as document internal procedures
Participate in resolving critical issues that may arise, or planned maintenance after-hours.
Other duties as may be assigned
Maintain a valid state driver's license and ability to drive without advanced notice
Qualifications:
Associates in technology or 2 years of technology experience.
Problem-solving
Ability to successfully interact with other IT professionals and end-users
Verbal and written communication skills
Knowledge of Windows and Mac operating systems.
Basic systems knowledge (Active Directory, Microsoft 365/Azure, Google Workspace,)
Basic knowledge of desktop hardware and software systems
Phone Soft skills
Punctual and reliable
Ability to lift equipment that may weigh up to 50 pounds
Position Type:
Full-Time
Salary:
$37,500 to $42,000 Exempt - Salaried
Job Requirements