Technology Support Associate

PMHCC Inc.•Philadelphia, PA

About The Position

This position will provide telephone-based technology support to all staff in PMHCC, PMHCC-CTT, and contractual partners. This is a first-level support position for all types of problems or useability questions as it relates to the technologies used within the corporation.

Requirements

Excellent analytical, verbal, written, communication, and organization skills.
A thorough knowledge of computing technologies and computer networking.
Ability to establish effective working relationships with end users, departmental, and administrative management.
Ability to communicate computer/networking concepts to non-technical personnel.
Able to write technical documentation.
Excellent customer service skills are a must.
Associate’s degree, Bachelor’s degree, or Professional Trade School diploma preferred.
On-the-job experience will be a consideration in place of a formal degree.
A minimum of two years working in an IS/IT end-user support/help desk position.
Proficient in the use of the following technologies: Microsoft Windows 11, Microsoft Office, Google Chrome, Microsoft Outlook, Google Mail, virtual meeting software (Teams, Zoom, Meet), Multifactor Authentication (MFA) apps, Virtual Private Network (VPN) client software, and Apple iPhones.

Responsibilities

Provides telephone technical support for first-level network, computer, printer, peripheral, and software problems
Creates, updates the status, closes, and reports on Help Desk job tickets for communications received through the Information Services Help Desk
Performs thorough documentation of all Help Desk tickets from initial assignment to closure
Creates second-level tickets if an issue requires escalation to the Technical Support Specialists or another area of the Information Services department
Assists employees who contact the IS Help Desk with software or hardware specific usability questions or issues
Provides first-level cell phone (iPhone) support, including password resets, IOS updates, wiping devices, email configuration, and joining devices to the corporate Mobile Device Management system (MDM)
Responsible for the creation of Help Desk reports on an as-needed or requested basis
Meets on a regular basis with the Technical Services Manager and the Technical Support Team on the status of all first-level tickets to ensure all service level commitments are being met
Responsible for the documentation of all IS procedures relating to processes that fall under this position’s duties and responsibilities
Works with vendors approved by the Chief Information Officer in handling in-warranty and out-of-warranty repairs of computer equipment
Keeps current with trends and issues in the technology industry
Assists the Training & Support Coordinator in managing the software licenses. Tasks include maintaining the software license assignment spreadsheets, assigning licenses to staff once approved by the Chief Information Officer, and installing the software/license on the user’s assigned computer
Assists the Training & Support Coordinator in maintaining the Computer Training Room
Assists the Training & Support Coordinator in new hire orientation
Other duties as assigned