Desktop Support Specialist I

About the role

The Desktop Support Specialist I is the first tier of support for assisting customers with IT applications, products, or services. The main objective is to assist users of all departments with IT-related issues and hardware deployments that cannot be completed by the help desk. This role provides support both in person and remotely, ensuring effective solutions are delivered to users.

Responsibilities

• Provides support for all Information Technology products and services, including answering questions, troubleshooting problems, instructing customers on software or hardware functionality, and communicating policy.
• Engages in research and in-depth troubleshooting to resolve technical issues; consults with specialized technical staff when necessary.
• Records customer and problem information in PCI's Work Order System; updates and closes tickets with resolution details.
• Resolves work orders and escalates complex or high-priority problems to appropriate support groups.
• Verifies that suggested solutions effectively resolve users' problems through verbal or email follow-up.
• Handles quoting and ordering of IT components.
• Works on Helpdesk and infrastructure-related projects as assigned by supervisor.
• Assists with hardware and software deployments as required.
• Adheres to all PCI, cGMP, and GCP policies, procedures, and rules.
• May require overtime, weekend work, or travel.
• Attendance to work is an essential function of this position.

Work Environment

The work environment may expose employees to various conditions for different lengths of time. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requirements

• Associate's Degree in a related field and/or 1-3 years of related experience and/or training.
• Basic mathematical skills.
• Intermediate computer skills: ability to perform complex computer tasks and knowledge of various computer programs.
• Full professional proficiency in speaking, reading, and writing English.
• High reasoning ability: solve practical problems with limited standardization and interpret instructions in various forms.
• High standard of report writing.

Skills

• Ability to identify and resolve problems in a timely manner.
• Attention to detail.
• Excellent time management skills.
• Ability to work independently or as part of a team.

Location: Philadelphia, PA. Shift: 1st Shift.