Desktop Support Technician

Pittsburgh, PA
Full Time
Mid Level
The Desktop Support Technician provides first-level IT support, ticket monitoring, and incident documentation for staff and faculty across the organization. This role is responsible for quickly assisting users, resolving common technical issues, and escalating more complex incidents to higher tiers when needed. Technicians must follow established procedures, maintain excellent communication, and deliver a positive customer service experience.

General Requirements
  • Associate’s Degree required; Bachelor’s Degree preferred or equivalent experience
  • 1–2 years of experience in a service desk, call center, or IT support environment
  • Experience supporting Apple devices is a plus
  • CompTIA A+, Network+, Microsoft certifications, HDI, or ITIL preferred
  • Experience with RMM tools such as N‑Able or PRTG is a plus
  • Strong customer service or help desk background is beneficial

Core Responsibilities
  • Provide first-contact support via phone, email, and remote support tools
  • Monitor the ITSM queue and respond to incoming tickets and alerts in a timely manner
  • Document all incidents accurately and thoroughly in the ticketing system
  • Troubleshoot common issues with desktops, laptops, tablets, peripherals, and software
  • Use knowledge base articles to perform consistent, repeatable fixes
  • Escalate incidents to Tier 2/3 when appropriate and provide necessary details
  • Assist in meeting team goals for ticket response, resolution time, and customer satisfaction
  • Communicate effectively with users of all technical backgrounds
  • Maintain a positive, service-oriented attitude and represent the support team professionally
  • Participate in ongoing learning, training, and skill development
Qualifications
  • Ability to diagnose basic desktop, laptop, tablet, and peripheral issues
  • Basic understanding of networking concepts, including wireless connectivity
  • Ability to follow documented procedures and troubleshooting steps
  • Strong verbal and written communication skills
  • Ability to think logically, ask questions, and gather information from users
  • Ability to work independently and as part of a team
  • Strong attention to detail, especially when documenting tickets
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