Service Desk Technician

PHMC serves as both a direct service provider to individuals, families, and communities across the region and as an intermediary agent - managing large-scale contracts, government and philanthropic partnerships, and multidisciplinary initiatives that require operational sophistication, strategic leadership, and deep mission alignment.

Position Summary:

The Service Desk Support Tech will provide first and second-line technical support to internal and external staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administrative duties within this role. Coverage includes PHMC and its Affiliate sites, as well as remote users at other offices and home workers.

Work Schedule:

This is a full-time exempt position with a regular work schedule of five days and 37.50 hours/week. General work described as Monday through Friday, 8:30 am - 5:00 pm. This position may be required to work some evenings and Saturdays during peak periods. Work primarily performed at 1500 Market Street, Philadelphia, PA.

Responsibilities:

* Serve as a single point of contact for service requests from the user community regarding IT issues and questions.

* Experience and in-depth knowledge of Service Desk methodologies.

* Participate in Incident Lifecycle Management (timely response, closure, and escalation of issues).

* Experience working with Service Management tools.

* Knowledge of basic ITIL principles (Incident, Change, and Problem Management).

* Maintain a high degree of customer service for all support inquiries.

* Adhere to all service management principles.

* Strong analytical and problem-solving skills.

* Ability to interpret and convey technical concepts.

* Ability to work both independently and in a team environment.

* Knowledge of Network Infrastructure and the ability to troubleshoot LAN/WAN/Telephony /VPN issues.

* Experience with Active Directory.

* Working knowledge of Windows Server 2003 or higher, Exchange Server 2007 or higher, and Citrix is a plus.

* High level of knowledge supporting all major Windows-based desktop applications (Microsoft Outlook, Word, Excel, PowerPoint, etc).

* Publish support documentation to assist staff with requests for information & provide staff training if required.

* Create and administer user accounts, passwords, and privileges/rights as assigned and directed by Network Administrators.

* Follow all Service Desk Support and Department guidelines and operating procedures.

* Perform day-to-day audio-visual (AV) functions, including scheduling, end-user coordination/training, troubleshooting, and equipment installation/repair.

* Work closely with Peers, Management, and other IS staff to acquire additional technical and non-technical knowledge.

* Performs other related duties as required by management.

Skills:

* Ability to differentiate between errors caused by hardware, software, and applications.

* Excellent organizational skills, attention to detail, and highly accurate work.

* Excellent communication skills.

* Physical Requirements:

Normal office environment.

Experience:

* Minimum of 2 years of experience in service desk support.

Education Requirement:

High School Diploma required

A+ Certification required

ITIL certification would be beneficial

A technology-oriented degree is desirable

Supervisor:

This position reports to the IT Service Desk Manager.

PHMC is an Equal Opportunity and E-Verify Employer.