IT Regional Service Technician

• Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support
• Provide customer support onsite and remotely using connection software
• Thoroughly document and follow up on every customer interaction
• Prioritize and resolve tickets according to established SOPs and KB articles
• Meet or exceed KPI goals
• Troubleshoot advanced desktop problems, VPN connectivity, hardware failures, line-of-business applications, and basic server functions
• Perform hardware repair, maintenance, security tasks, cleaning, component replacement, and diagnostics
• Run network cables, install patch panels, and set up racks/enclosures
• Install, reinstall, repair, and configure operating systems, antivirus/security tools, and office productivity suites
• Back up data and perform system restores
• Test solutions, document work, and provide recommendations for ongoing system health
• Travel onsite to local clients’ premises in the Philadelphia Metro Region

• Practical experience with hardware assembly, disassembly, maintenance, and repair
• Strong knowledge of Windows OS (installation, recovery, setup, updates)
• Knowledge of major software suites, including Microsoft Office
• Familiarity with antivirus, security, and firewall technologies, including installation and recovery
• Working knowledge of business networking, including Active Directory, Group Policy, file sharing, Exchange, and MS Server
• Solid troubleshooting skills across operating system, hardware, and network issues, including malware and virus removal
• Ability to identify and diagnose failed hardware components
• Valid Driver’s License
• A+, Net+, and Sec+ certifications, or equivalent experience preferred
• Experience with modern operating systems preferred
• Deep understanding of business networking preferred
• Deep understanding of Active Directory, Group Policy, and file sharing preferred
• General understanding of technology related to small-medium businesses preferred
• Virtualization experience is a plus
• Consistent hand and finger dexterity necessary to operate computer equipment
• Ability to sit, stand, walk, talk, hear, and see
• Ability to type using hands
• Ability to stoop, kneel, crouch, twist, crawl, reach, and stretch occasionally
• Ability to travel dependent on company needs
• Ability to lift and/or move up to 30 pounds occasionally

Demonstrates expertise in troubleshooting and resolving technical issues related to hardware, software, and networking, with a strong focus on customer support and documentation. Proficient in maintaining and configuring operating systems and security tools, while adhering to established procedures and performance metrics.

• Windows OS Installation and Recovery
• A+, Net+, and Sec+ Certifications
• Active Directory and Group Policy Management
• Hardware Repair and Maintenance
• Troubleshooting Network Issues

• Hardware Assembly and Repair
• Operating System Configuration
• Antivirus and Security Tool Installation
• VPN Connectivity Troubleshooting
• Data Backup and System Restore
• Network Cable Installation
• Microsoft Office Suite Proficiency
• Malware and Virus Removal
• Diagnostics and Component Replacement
• Basic Server Support

• Customer Support
• Documentation Skills
• Problem-Solving
• Prioritization
• Communication

• A+ Certification
• Net+ Certification
• Sec+ Certification

• Business Networking
• Active Directory
• Group Policy
• File Sharing
• Small-Medium Business Technology

• Connection Software
• Patch Panels
• Racks/Enclosures
• Office Productivity Suites
• Firewall Technologies