Glenmede

Help Desk Technician

Glenmede

full-time

Posted on:

Location Type: Office

Location: Philadelphia • Pennsylvania • United States

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

DNS

About the role

  • 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.

Requirements

  • Associate’s/Bachelor’s degree in Computer Science or related field or equivalent experience required
  • 2+ years of experience working as a help desk technician, support engineer or field service required
  • 2+ years’ experience in Windows, MS-Office, MS-Exchange/Outlook, basic networking and overall end-user support required
  • Excellent PC troubleshooting skills; including experience with AD, DNS, DHCP and VPN
  • Ability to diagnose and resolve basic computer and technical issues
  • Printer setup and management
  • Experience with Mobile Device Management
  • Excellent verbal communication skills
  • Excellent customer service skills including the ability to work with all levels of employees
  • Must possess a sense of urgency and work well under pressure
  • Ability to work independently, remotely, or as a team
  • Be able to lift 50lbs
  • Be able to travel periodically to regional facilities.
Benefits
  • Competitive health and welfare benefits, including company HSA contributions
  • Numerous voluntary benefit choices available
  • Superior 401k match
  • Tuition reimbursement
  • Company subsidized commuter benefits
  • Generous paid time off, including parental leave
  • Plus more!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportPC troubleshootingActive DirectoryDNSDHCPVPNMobile Device ManagementPowerShellhardware supportsoftware support
Soft Skills
verbal communicationcustomer servicesense of urgencyability to work under pressureindependent workteamworkproblem-solvingdocumentationfollow-upinitiative
Certifications
Associate’s degreeBachelor’s degreeComputer Science degreerelated field degree