Key skills
Communication
About this role
Role Overview
- Provide first-line support for hardware, software, and network issues.
- Respond to and resolve help desk tickets, escalating when necessary.
- Assist users with setup and configuration of devices and applications.
- Assist with onboarding and offboarding tasks, including account setup, device preparation, and equipment returns.
- Install, update, and maintain software and IT equipment.
- Collaborate with vendors to troubleshoot application-specific issues.
- Fulfill employee hardware requests and prepare devices for use.
- Maintain accurate inventory of laptops and accessories.
- Create and update user guides and troubleshooting documentation.
Requirements
- Proven experience in a technical support role.
- Strong interpersonal and problem-solving skills.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Relevant certifications, such as CompTIA A+ or ITIL Foundation.
- Minimum 2 years of relevant professional experience or equivalent combination of education and experience.
Benefits
- medical/prescription drug coverage (with a Health Savings Account feature)
- dental and vision options
- employee and spouse/child life insurance
- short and long-term disability protection
- 401(k) with PNC match
- pension and stock purchase plans
- dependent care reimbursement account
- back-up child/elder care
- adoption, surrogacy, and doula reimbursement
- educational assistance, including select programs fully paid
- a robust wellness program with financial incentives
- maternity and/or parental leave
- up to 11 paid holidays each year
- 9 occasional absence days each year, unless otherwise required by law
- between 15 to 25 vacation days each year, depending on career level; and years of service