Service Desk Tier 1 Technician

Job Description Position Overview

The Service Desk Tier 1 Technician is the frontline support hero at PCH Technologies, resolving issues in real time for our managed clients while also handling hands‑on hardware work in our shop. You are the first voice clients hear when something breaks and the hands that build and repair their machines.

This is not a "sit on the phone all day" help desk job. You will split your time between live service desk support and hands‑on benchwork: building machines, replacing components, imaging endpoints, and helping clients who walk into our office. If you want variety, real hardware experience, and a clear path to grow into a Tier 2 Engineer, keep reading.

We are a security-first Managed Service Provider delivering enterprise-grade cybersecurity, AI powered solutions, and IT services to small and mid-market businesses across the Philadelphia region and South Jersey.

• Nearly 30 years in business and growing fast
• Ranked on the MSP 501, 8 consecutive years
• SOC 2 Type II certified
• Industry leader in AI-powered solutions and secure AI adoption

• Unbox, build, and image desktop and laptop hardware using deployment tools (Intune and Immy Bot)
• Perform component replacements including RAM, SSDs, screens, and battery swaps, plus physical hardware diagnostics
• Maintain an organized workshop area, update IT asset tracking databases, and prepare hardware for shipment or local end‑user pickup
• Provide friendly, professional in‑person technical support for clients visiting our Pennsauken office

• Serve as a professional, reassuring point of contact for clients on the phone and in person
• Build trust through consistent follow‑through, clear communication, and timely resolution
• Represent PCH Technologies with professionalism at every client interaction

• Answer live inbound support calls, chat requests, and portal tickets as the friendly, responsive first point of contact for end users
• Perform initial troubleshooting for common desktop, laptop, mobile, network, and application issues while striving for high First-Contact Resolution (FCR) rates
• Gather detailed technical information, log clear ticket notes, and route unresolved complex issues to Tier 2 Engineers in a timely manner
• Handle routine user account creation, password resets, basic group assignments, and offboarding tasks across Microsoft 365, Active Directory, and line‑of‑business applications
• Escalate complex issues with thorough documentation to Tier 2 and Engineering when needed

• 1 to 2 years of experience in an IT help desk, customer support, or technical shop/repair environment
• Prior MSP Experience preferred
• Reliable, full-time onsite attendance at our Pennsauken, NJ office (this role requires hands‑on hardware work and in‑person client support)
• Outstanding verbal communication skills with a patient, empathetic, and professional phone presence
• Demonstrated hands‑on ability to disassemble, upgrade, repair, and reassemble desktop and laptop hardware
• Methodical approach to troubleshooting, following SOPs and asking clarifying diagnostic questions to resolve issues efficiently

• Windows 10/11, macOS, iOS, and Android troubleshooting and configuration
• Standard and custom software application installations and troubleshooting
• RAM/SSD replacements, printer setup, peripherals, and docking stations
• User account creation, password resets, group assignments
• Experience with Autotask PSA for ticketing and time entry (or similar PSA such as Connect Wise Manage or HaloPSA)
• Experience with DattoRMM for remote monitoring and endpoint management (or similar RMM such as Ninja RMM or Connect Wise RMM)
• Remote control software (Screen Connect, Team Viewer) for hands‑on remote support

• CompTIA A+
• CompTIA Network+
• Microsoft certification (MS-900, AZ-900)

• Prior MSP experience, you know the pace, the tools, and the client‑first mentality
• Experience at a break/fix shop, Geek Squad, uBreaki
  
  Fix, or similar repair environment
• macOS and Mac support experience, including deployment, configuration, and troubleshooting