Computer User Support Specialist (Philadelphia)

This position involves providing technical support and customer service as part of an information technology service desk team. The role requires responding to user inquiries, troubleshooting hardware and software issues, and ensuring timely resolution of incidents. It is suited for individuals with help desk experience who can deliver consistent, reliable IT support in a collaborative environment, with responsibilities extending to both remote and onsite support.

Responsibilities

• Deliver prompt and effective technical assistance to all users, including VIPs, to ensure minimal downtime.
• Respond to service requests via telephone, email, and in-person interactions, maintaining high levels of customer satisfaction.
• Diagnose and resolve issues related to computer hardware, software, networking, and telecommunications systems.
• Escalate complex problems to Tier 3 support and collaborate to achieve rapid resolution.
• Document all incidents, tracking progress and resolution within the ITSM system (preferably ServiceNow).
• Meet or exceed all service level agreements related to response time, resolution speed, and ticket management.
• Provide onsite support at the regional office once per week, including “smart hands” assistance to Tier 3 staff.
• Manage multiple support tickets simultaneously while maintaining accurate records.
• Follow established protocols for diagnosing issues and providing effective solutions.
• Maintain awareness of new technology trends and support best practices in technical help desk operations.

Qualifications

• Minimum of 2 years of help desk experience with a bachelor’s degree; 0 years with a master’s degree; or 4 years of experience with a high school diploma.
• Proven experience working with ITSM tools, preferably ServiceNow.
• Strong troubleshooting skills across hardware, software, and network systems.
• Excellent verbal and written communication abilities.
• Ability to provide remote and onsite support as required.
• Must be legally authorized to work in the United States without employer sponsorship, now or in the future and capable of obtaining public trust clearance.
• Availability to work in a hybrid schedule, combining remote work with onsite support at the regional office.
• Organized, detail-oriented, and capable of managing multiple priorities effectively.

Publishing Pay Range: $15.00 – $21.00 USD Hourly

Location Requirements: This position offers a hybrid schedule, with time split between the office and remote work.