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Helpdesk Technician in Philadelphia, PA at Pennoni

Date Posted: 3/26/2018

Job Snapshot

Job Description

Pennoni Associates, established in 1966, is a multidiscipline engineering and design consulting firm that provides personalized services and solutions to meet the needs of our diverse clients. Pennoni provides services to local, state, and federal government clients, private, commercial, industrial, and construction clients as well as to other professional firms.

Job Description

Pennoni Associates is currently looking for an enthusiastic IT Service Desk Specialist to work in our Philadelphia office. This individual will work with our help desk and systems administration teams.

Duties: Provide first line response for users requiring assistance with IT issues via telephone, remotely, and face to face. Strong customer service skills are required. Ability to work independently and research solutions to resolve issues in a timely manner. Follow up with users to ensure positive call closure. Ability to be proactive and use critical thinking to solve problems and make decisions. Must have organizational skills, detailed oriented, and a strategic thinker. Excellent oral and written communication a plus.



Job Responsibilities

  • Field incoming help requests from end users via both telephone, e-mail and Service Desk incident queue in a courteous manner.
  • Build rapport with key operators, IT teammates and end users to provide outstanding service.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Perform post-resolution follow-ups to IT Incidents.
  • Develop help sheets and frequently asked questions lists for end users.
  • Associates degree or technical school diploma in the field of computer science or IT and 1-3 years of work experience.
  • Certifications preferred (A+, MCSE, etc)
  • Knowledge of computer hardware, including PC’s, Smartphones, Tablets, Printers, etc.
  • Experience with desktop operating systems, including Windows 7/ Windows 10
  • Application support experience with Office 2016, Office 365
  • Good understanding of the IT requirements of a business environment.
  • Ability to work well with a team.
  • Strong documentation skills.
  • Ability to conduct research into a wide range of computing issues as required.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a fast-paced environment.

Why Work With Us?

Pennoni Associates Inc., an ENR Top 500 consulting engineering firm, has been named as one of the Best Places to Work in Pennsylvania and New Jersey. According to the results of the surveys, Pennoni has built a great workplace where its employees trust the people they work for, enjoy the people they work with, and take pride in what they do. Our excellent work relationships are strengthened because of our unique ability to anticipate and exceed expectations of our clients by using multi-disciplined engineering, ensuring the continued success of their projects and our firm.

Job Requirements



Position Requirements

  • Experience with engineering, CAD, and other design applications strongly preferred
  • Associates degree or technical school diploma in the field of computer science or IT and 1-3 years of work experience.
  • Certifications preferred
  • Knowledge of basic computer hardware, including PC’s, servers, storage, etc.
  • Application support experience with the MS Office Suite
  • Great communication skills: Talk, text, social, f2f
  • Strong documentation skills.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to travel on an as needed basis


Work Conditions

  • Sitting or standing for extended periods of time
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals and other equipment