Helpdesk Engineer (Tier1-2)

Role: Helpdesk Engineer (Tier1-2) (NEED LOCALS)

Duration: 6 Weeks+

Location: Philadelphia, PA/Huntingdon Valley, PA Onsite

Interview process: Teams video followed by in-person.

Job Summary

We are looking for a Senior Helpdesk Engineer with 5+ years of experience providing Tier 1 2 IT support in enterprise environments. The role focuses on end-user support, troubleshooting, and maintaining IT systems to ensure minimal downtime and high user satisfaction.

Key Responsibilities

• Provide technical support for desktops, laptops, mobile devices, VoIP phones, and printers.

• Troubleshoot Windows 11, macOS, Office 365, and common enterprise applications.

• Perform laptop provisioning, OS installation, patch management, and MDM administration.

• Manage user accounts and access in Active Directory, Azure AD, and Office 365.

• Support VPN, remote access, endpoint security tools, and MFA.

• Handle IT ticketing systems, track, resolve, and escalate issues.

• Assist with user onboarding/offboarding, hardware setup, and network profile configuration.

• Provide network support, escalating complex issues to network engineers.

• Maintain IT documentation, knowledge bases, and SOPs.

Key Skills & Technologies

• Operating Systems: Windows 11, macOS

• User Management: Active Directory, Azure AD, Office 365, Google Workspace

• Support Tools: Remote Desktop, Team

Viewer, ITSM/Ticketing tools

• Security: Antivirus, endpoint protection, MFA

• Networking: TCP/IP, VPN, VLAN, network connectivity troubleshooting

• Other Tools: Cyber

Ark, IVANTI, Zabbix Server, ITIL practices

Soft Skills

• Strong problem-solving and analytical skills

• Excellent communication and interpersonal abilities

• Customer-focused and proactive

• Ability to work independently and collaboratively

• Strong documentation and organizational skills