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. Diagnose and troubleshoot software and hardware problems, install applications, resolve network issues, and configure operating systems. You will provide support via phone, ticketing system, written instructions, and technical manuals. A relevant degree (Computer Science, IT, or Software Engineering) is required, and Microsoft, Cisco, or similar certifications are a plus. This role requires strong troubleshooting and communication skills, with the ability to explain technical details clearly. You will be the trusted resource for our customers, providing timely and accurate solutions to their technical problems.

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 a plus
• MSP experience preferred
• Good written and oral communication skills
• DENTAL IT SUPPORT experience highly desired

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