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.

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.

Glenmede

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