Glenmede

IT Support

• The Help Desk Technician provides onsite and telephone technical support for end-users related to hardware and software issues.
• Respond timely to telephone, email, and on-line requests and inquiries for technical support.
• Address and document all end user problems or issues through the help desk system and follow-up on open tickets.
• Assist with PC, voice, and data support.
• Log all helpdesk interactions within the system.
• Advise end-users on appropriate action(s) and identify and escalate issues that require immediate attention.
• Setup, install and configure computers and mobile devices.
• Track and route problems, and requests as well as document resolutions.
• Identify, research and resolve technical problems of moderate complexity; related to applications, systems, software, network devices and hardware.
• Research questions using all available tools and resources.
• Follow standard help desk procedures to resolve problems.
• Help maintain the Active Directory infrastructure and domain management.
• Provide support and maintenance for Active Directory services.
• Utilize automation tools for recurrent tasks related to the Active Directory such PowerShell.
• Actively engage in department-specific and firm-wide initiatives in order to expand capabilities, improve user experience, or develop more efficient processes.
• Other duties as required by the position up to and including periodic travel to remote sites.