IT Support Engineer

Summary

Join our team as an IT Support Engineer (help desk Tier 2) and provide enterprise-level assistance to our customers on a Monday-Friday schedule, either 11:00 am - 8:00 pm EST or 8:00 am - 5:00 pm EST. You will diagnose and troubleshoot software and hardware problems, install applications, resolve network issues, and configure operating systems. You will communicate with clients via phone, ticketing system, or written instructions. A relevant degree is required, and Microsoft, Cisco, or similar certifications are a plus. This role requires strong troubleshooting and communication skills, and the ability to explain technical details clearly. Ultimately, you will be a trusted resource for our customers, providing timely and accurate solutions.

Requirements

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role (3+ years)
• Must possess strong troubleshooting skills related to PCs (software and hardware), Networking (LAN, WAN, VPN, etc.), printers, scanners, analog fax, email, etc
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• AS or greater degree in Information Technology, Computer Science, or relevant field

Responsibilities

• Handle all incoming support calls, emails, and verbal communications as the first line of support for all reported issues
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals
• Troubleshoot servers, VM, firewalls, network outages
• Handle Tier 1 and Tier 2 tech support calls
• Other duties as assigned

Preferred Qualifications

• A+, Network +, Microsoft Certification or related technical certification
• MSP experience
• Good written and oral communication skills
• DENTAL IT SUPPORT experience

Benefits

• Medical, Dental, and Vision Benefits (employee premiums covered at 80-100%)
• Paid time off (plus public holidays)
• Training & Development
• 401(k)
• Life Insurance
• Hybrid work environment offered if local to West Chester, PA, otherwise fully remote