L1 Help Desk Technician

Job Description

Job Description

We are looking for an L1 Help Desk Technician to provide dependable front-line technical support for both onsite employees and a large remote workforce in Pennsylvania. This contract position is ideal for someone who enjoys resolving everyday IT issues, supporting end users directly, and working in a Microsoft-centered environment. The role combines hands-on desktop support with remote assistance, ticket management, and routine device setup while helping maintain a smooth day-to-day technology experience across the organization.

Responsibilities:
• Deliver first-level technical assistance to employees working in the office as well as staff connecting remotely from other locations.
• Manage incoming support requests through the ticketing queue, document issues accurately, and move cases forward to resolution in a timely manner.
• Troubleshoot Windows-based hardware and software problems, including common break/fix incidents affecting desktops, laptops, and user accounts.
• Provide direct one-on-one support through chat, remote access tools, and occasional phone interaction to address user concerns efficiently.
• Prepare and configure end-user devices for deployment, ensuring systems are ready for business use.
• Perform routine checks on key office technology and infrastructure at the beginning and end of the workday to help identify issues early.
• Support a Dell-based workstation environment and assist users with Microsoft platform-related questions and technical problems.
• Collaborate closely with the onsite team to extend coverage and reduce support delays for employees needing immediate assistance.• Prior experience in a Level 1 help desk, desktop support, or similar end-user support position.
• Working knowledge of Microsoft Windows environments, including Windows 10 administration and troubleshooting.
• Familiarity with Active Directory for basic user account support tasks such as password resets and account maintenance.
• Experience using a ticketing platform or service desk system to track, update, and close support requests.
• Strong foundational troubleshooting skills across hardware, software, and user access issues.
• Ability to support both in-person and remote users with clear communication and a customer-focused approach.
• Background in Microsoft-centric desktop environments is required; experience in Dell device ecosystems is helpful.
• Exposure to organizations in industrial, mechanical, or similar operational settings is a plus, and familiarity with Tridium is beneficial but not required.