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IT
Integrated Technologies Group
IT Technician
Career Insights for Technical Support Engineer / Analyst
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Based on Pennsylvania data
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What they do
A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
$58,031 / year median in Pennsylvania
-7% projected decline
Job Description
Summary We're looking for the first voice our clients hear when something goes wrong. You'll own tier 1 help desk tickets and phone support, resolving what you can right away and routing what you can't, with the occasional trip out to a client site to fix something a phone call won't. You'll be helping stand up a business with real backing and real upside, from the ground floor. Responsibilities Answer and triage tier 1 help desk tickets and inbound phone calls, resolving common issues on first contact. Support end users with password resets, account access, printer and hardware issues, and everyday software troubleshooting. Document every ticket clearly and escalate complex issues to senior engineering with the context they need. Travel to client sites for smaller on-site needs: workstation setup, hardware swaps, and local troubleshooting. Keep ticket queues moving and follow up with clients until issues are actually resolved, not just closed. Maintain a calm, professional tone on every call: you're often the only impression a client gets of ITG that day. Work alongside our AI support tools, handling the issues they escalate and helping improve them over time. Requirements 1 to 3 years in a help desk, desktop support, or similar customer-facing IT role. Working knowledge of Windows and macOS environments, Active Directory basics, and common office software. CompTIA A+ preferred, not required. Clear phone presence and patience with non-technical users under pressure. Valid driver's license and willingness to travel locally to client sites as needed. Organized and dependable, able to manage a full ticket queue without dropping the details. Comfortable working alongside AI-driven support tools, and open to learning as our systems evolve. Why ITG You'll join early enough to help build the team and standards, not inherit them. A community-benefit mission built into how we're structured, and real room to grow as ITG grows. Integrated Technology Group is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.