Helpdesk Engineer (Tier1-2)

Role: Helpdesk Engineer (Tier1-2) (NEED LOCALS)

Duration: 6 Weeks+

Location: Philadelphia, PA/Huntingdon Valley, PA Onsite

Interview process: Teams video followed by in-person.

Job Summary

We are looking for a Senior Helpdesk Engineer with 5+ years of experience providing Tier 1 2 IT support in enterprise environments. The role focuses on end-user support, troubleshooting, and maintaining IT systems to ensure minimal downtime and high user satisfaction.

Key Responsibilities

• Provide technical support for desktops, laptops, mobile devices, VoIP phones, and printers.
• Troubleshoot Windows 11, macOS, Office 365, and common enterprise applications.
• Perform laptop provisioning, OS installation, patch management, and MDM administration.
• Manage user accounts and access in Active Directory, Azure AD, and Office 365.
• Support VPN, remote access, endpoint security tools, and MFA.
• Handle IT ticketing systems, track, resolve, and escalate issues.
• Assist with user onboarding/offboarding, hardware setup, and network profile configuration.
• Provide network support, escalating complex issues to network engineers.
• Maintain IT documentation, knowledge bases, and SOPs.

Key Skills & Technologies

• Operating Systems: Windows 11, macOS
• User Management: Active Directory, Azure AD, Office 365, Google Workspace
• Support Tools: Remote Desktop, TeamViewer, ITSM/Ticketing tools
• Security: Antivirus, endpoint protection, MFA
• Networking: TCP/IP, VPN, VLAN, network connectivity troubleshooting
• Other Tools: CyberArk, IVANTI, Zabbix Server, ITIL practices

Soft Skills

• Strong problem-solving and analytical skills
• Excellent communication and interpersonal abilities
• Customer-focused and proactive
• Ability to work independently and collaboratively
• Strong documentation and organizational skills