IT Support Specialist

Role: IT Support Specialist | Location: Bensalem, PA | Department: IT Department | Reports To: Help Desk Supervisor | Schedule: Onsite

Responsibilities

• Provide first‑level contact and convey resolutions to customer issues.
• Evaluate and prioritize issues arising from voicemail, email, and web requests from end‑users.
• Manage support requests via Helpdesk software.
• Document all pertinent end‑user information and nature of the problem or issue.
• Walk customers through the problem‑solving process.
• Track progress and properly escalate unresolved queries to the next level of support.
• Follow up with customers and see problems through to resolution; utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation, and closure of tickets.
• Recommend procedural modifications or improvements.
• Write and edit How‑To documentation.
• Provide IT‑based support to a decentralized workforce.
• Perform hands‑on fixes at the desktop level, including installing/upgrading software and hardware.
• Troubleshoot hardware and software issues in a Windows environment and configure logical devices.
• Configure and support mobile devices (Android, iPhone).
• Coordinate the disbursement of company assets.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Train remote users on company assets and applications.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Qualifications

• Proven working experience in providing Help Desk support.
• Ability to absorb and retain information quickly.
• Working knowledge of Help Desk software, databases, and remote control tools.
• Strong client‑facing and communication skills.
• Advanced troubleshooting and multi‑tasking skills.
• Customer service orientation with the ability to present information in user‑friendly language.
• Excellent oral and written communication skills; clear and concise expression.
• Experience in desktop imaging technologies.
• Experience supporting Windows Operating Systems and troubleshooting software problems.
• Advanced knowledge of Excel, including advanced data management skills.
• Ability to troubleshoot printing/scanning failures at the machine level.
• Ability to work in a team environment and with individuals at various levels with minimal supervision.
• Highly motivated, energetic individual with strong ethics, organized, detail‑oriented, and self‑starter capable of beginning and completing projects.
• Minimum of an Associate’s Degree or related experience/training.
• At least 2 years prior experience in a Help Desk environment.

Benefits

• Free Telemedicine*
• Free Prescription Discount Program
• Free Employee Assistance Programs
• EarnedIt Financial Wellness Support from PNC (Get paid when you need it with PNC EarnedIt)
• Workplace Banking
• Hands‑on Training & Support
• Career Development
• Additional benefits may vary by location and eligibility and may include vacation, holiday, sick pay, medical, dental, vision, Employee Stock Purchase Plan, and other voluntary insurance products (ask your interviewer for details).

For more benefits information, see the Employee Benefits PDF.