Help Desk Specialist Level 1 at Phillips Pet… · Easton

Help Desk Specialist Level 1
Location: Easton, PA (onsite) Hours: Monday -Friday 8:00 am - 5:00 pm
Job Type: Full-Time/hourly
About the Role
We are seeking a customer-focused and technically skilled Help Desk Specialist to join our IT team. In this role, you will provide first-line technical support to both onsite and remote users, helping resolve hardware, software, mobile device, and network-related issues across the organization.
The ideal candidate enjoys solving problems, delivering exceptional customer service, and working collaboratively in a fast-paced environment. This hands-on position offers opportunities to expand your technical knowledge while supporting a wide range of technologies, including Microsoft 365, Windows, macOS, mobile devices, and enterprise systems.

What You'll Do
Technical Support & Customer Service
• Respond to support tickets, emails, and phone calls in a timely and professional manner.
• Provide first-level technical support for hardware, software, applications, and network issues.
• Diagnose and resolve user-reported issues, escalating more complex problems when necessary.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Educate users on cybersecurity best practices, including phishing and spam awareness.
• Follow up with users to ensure complete resolution and satisfaction.
• Maintain accurate documentation of troubleshooting steps, resolutions, and ticket activity.
Hardware, Software & Device Management
• Install, configure, maintain, and repair computer hardware, software, and peripheral devices.
• Troubleshoot and support Android and iPhone devices.
• Assist with mobile device management (MDM) administration and support.
• Manage IT assets, including device assignments, inventory tracking, and equipment returns.
Network & Systems Support
• Support and troubleshoot LAN/WAN connectivity issues.
• Assist with Active Directory account administration and related system support.
• Monitor and support core IT infrastructure as needed.
Documentation & Process Improvement
• Create and maintain technical documentation and knowledge base articles.
• Identify recurring issues and recommend improvements to support processes and user resources.
• Contribute to technology initiatives, including employee onboarding and offboarding activities.
Operational Responsibilities
• Participate in an on-call rotation to provide after-hours support.
• Support special projects and perform additional duties as assigned.
Safety & Compliance
• Follow company safety policies and procedures.
• Actively participate in safety and compliance initiatives.

What We're Looking For
Required Qualifications
• Associate's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.
• Minimum of 2 years of Help Desk or IT Support experience.
• Experience supporting Windows 11, macOS, and Windows Server environments.
• Working knowledge of Active Directory.
• Experience troubleshooting Android and iPhone devices.
• Basic understanding of networking concepts, including DNS and network troubleshooting.
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to explain technical concepts to non-technical users both in person and remotely.
• Ability to manage multiple priorities and work independently.
• Willingness to work evenings, weekends, and participate in an on-call rotation.
Preferred Qualifications
• Mobile Device Management (MDM) experience.
• Experience supporting Microsoft 365 environments.
• Familiarity with IT asset management and inventory systems.

Success in This Role
The successful candidate will:
• Deliver outstanding customer service and user support.
• Build strong working relationships across the organization.
• Demonstrate integrity, accountability, and attention to detail.
• Communicate effectively with users and technical teams.
• Remain adaptable in a fast-paced environment with changing priorities.
• Contribute to continuous improvement of support processes and documentation.
• Maintain a positive, collaborative, and service-oriented mindset.

Why Join Us?
• Opportunity to work with a variety of technologies and systems.
• Collaborative team environment.
• Career growth and continuous learning opportunities.
• Meaningful impact supporting employees across the organization.
Apply today and help keep our technology running smoothly while delivering exceptional support to our users.

INDPPFS