Are you a Help Desk Support professional who desires a long-term career contributing your expertise in a meaningful manner? Would you like to work in a laid-back environment with a company who has a 50-plus year history of growth, stability and success that stems from their leadership, their exceptional team members and their attention to their customers? Then read on…

THE COMPANY

Our client, located in Hatfield, PA is a family owned, globally leading developer and manufacturer of the most diverse product line in their niche industry. They have a team of awesome people who leave their egos at home and work well together as a team. In this business casual environment, you will receive a competitive salary, bonus opportunity, 401k with a strong match, choice of benefits packages to suit your needs and several other perks. You will also enjoy unmatched company stability, a true open door, friendly environment, the ability to "own" your role and fun company events that bring everyone together.

THE ROLE

The Helpdesk Support Specialist II will be responsible for handling a full range of tasks, including setting up and maintaining desktops and software applications. The incumbent will provide end user support and advice on the appropriate action(s). This role will be in an office environment with occasional manufacturing and warehouse area exposure.

WHAT YOU WILL DO

• Provide 1st level support for all Information Technology products and services, to include answering questions, troubleshooting problems, responding to requests for technical assistance, communicating policy and teaching or instructing customers regarding software or hardware functionality; support could be delivered via phone, electronically or in person
• Additional support can involve troubleshooting printer issues, bar code scanners and time clocks
• Deploy new and upgraded hardware and software to end users
• Perform new desktop and laptop computer imaging, configuration and provisioning
• Manage Active Directory including but not limited to user creation, deletion, permissions and password resets; administer/manage MACDs (Moves, Adds, Changes and Deletes) for remote access/VPN accounts, Office 365 accounts and VoIP
• Manage and maintain A/V equipment as required
• Ensure prompt response and escalation for all system outages/issues, providing updates to management and end users
• Document calls, issues, and resolutions by creating and managing tickets related to desktops, laptops, mobile devices and user productivity applications (such as Microsoft Office and Enterprise Applications)
• Escalate issues as appropriate
• Provide remote support and problem resolution pertaining to client PCs, laptops, scanners, printers, copiers and cell phones
• Facilitate trouble shooting with third party vendors
• Perform low level troubleshooting of networking including methods such as ping, trace route, nslookup and telnet
• Manage all IT inventory via organized and updated spreadsheets; keep track of loaners and equipment and recommend upgrades and renewals of hardware equipment based on age and warranty
• Travel to remote offices as needed
• Some after hours and weekend hours maybe required upon request
• Other duties and responsibilities as assigned

WHAT YOU BRING

• A Bachelor’s or Associates degree in Information Systems or Information technology required.
• Minimum of 2-4 years hands-on IT Help Desk experience with strong troubleshooting skills
• Experience researching desktop computer systems as well as peripherals and printers
• Must be proactive and have a strong commitment to providing quality customer service
• Strong experience with Windows client OS (Win 7 and Win 10)
• Must be able to learn and support new and quickly changing technologies
• Must be able to multitask and set priorities with limited direction
• Experience using remote tools to support end-users in offsite locations
• Must have experience utilizing a ticketing system to track user tickets and activity
• Experience working in an enterprise environment a plus
• Experience with Microsoft 365 is a plus
• Must be a self-motivator with a desire to succeed
• Must be punctual, detail oriented and professional at all times
• Must be able to work at least 40 hours a week
• Must have excellent communication (verbal and written) and interpersonal skills to interact with customers at all levels and technical proficiency in order to provide effective phone, desk-side and email support
• Ability to work both in a team and independently based on what the project or task requires
  
  

Company Offers

• Highly competitive compensation
• A choice between 3 outstanding medical plans
• 401K with a strong company match
• PTO to balance your life

AND…

• Unmatched company stability
• Long-term career opportunity
• True open door, friendly environment
• Ability to "own" your role
• Company events that bring everyone together