Desktop Support Engineer

Responsibilities

• Troubleshoot hardware and software problems both in person and remotely, resolving and documenting the solutions in Footprints ticketing system.
• Provide tier one support to end users by working on tickets assigned by the helpdesk.
• Troubleshoot network connectivity issues related to Cisco ISE.
• Set up video conferencing and projector equipment.
• Provide documented resolution within the Footprints database tracking system.
• Assist in equipment installations and relocations within the company.
• Assist in corporate-wide software installations and updates.
• Install PACS, FAST, VUE, and APS patches (code) for "in-house" systems.
• Work on PC/software upgrades as needed.
• Configure new PCs with the corporate image.
• Perform thin client configuration and PC virtualization.
• Focus on rapid identification and resolution of customer service issues.
• Answer questions and perform initial triage on service tickets.
• Resolve service tickets timely and effectively based on service level agreements.
• Provide customers with updates to keep them apprised of progress toward problem resolution.
• Participate in team meetings and customer meetings as requested.

Requirements

• Bachelor’s or Associate’s Degree in Information Technology, Computer Science, or related field.
• 5 years of helpdesk or desktop support experience required.
• CompTIA A+, CompTIA Network+, and/or Microsoft Technology Associate (MTA) certification a plus.
• Proficiency with Windows Operating System.
• Basic Networking Knowledge.
• Experience troubleshooting, installing, and configuring hardware and software.
• Ability to explain technical issues to non-technical people.
• Ability to read, understand, and apply complex technical information and to master new computer technology.
• Strong planning and organizational skills and the ability to meet deadlines.

Pay

The expected hiring range for this position is $30.01 - $37.52 hourly for work performed in the primary location (Philadelphia, PA). The successful candidate’s starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions.

Benefits

• Annual performance bonus for all team members.
• Generous 401(k) company match that is immediately vested.
• A choice of three medical plans (including prescription drug coverage).
• Company contribution to Health Savings Account for High Deductible Health Plan enrollees.
• Multiple options for dental and vision coverage.
• Company-provided Life & Disability Insurance.
• Paid Parental Leave & Adoption Assistance.
• Hybrid work arrangements for eligible roles.
• Tuition Reimbursement and Continuing Professional Education.
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays (PTO increases with tenure).
• Volunteer days, community partnerships, and Employee Assistance Program.
• Employee Resource Groups for connecting with colleagues nationwide.