Service Desk Technician

Join An Award-Winning Team!

Omega Systems is a nationally recognized technology solutions firm serving a growing number of businesses across the Northeast. To accommodate our expanding footprint, we are regularly looking for talent willing to take on new challenges and innovative methodologies. If you are passionate about IT and eager to benefit from personal development, team-based collaborations, and an abundance of opportunities, consider joining the Omega Systems family and becoming part of our story.

Omega Systems Consultants Inc. is seeking a Full-Time Service Desk Technician to join our growing team in Reading, PA. This person will be responsible for the support of Omega Systems’ customers and employees. Work is to be performed from Omega Systems offices. Support includes, but is not limited to, providing server, network, desktop, printer, and telephone services while sustaining high customer satisfaction and providing a consistently rapid and high-quality response to maintenance needs. The ideal candidate will be comfortable working in a fast-paced environment and be able to communicate effectively both verbally and in writing to clients.

Operational Responsibilities

• Provide first-line support through desk-side, remote, and local office support services.
• Identify opportunities to improve the knowledge base and increase the rate of first-line resolution.
• Follow documented processes for incident management and request fulfillment.
• Provide guidance and direction for escalated service issues.
• Demonstrates dedication to customer service and ability to assess risks quickly.
• Analyze and document software requirements.
• Help ensure customer support services teams are focused on achieving results using all resources available from initiation to resolution.
• Ensure effective working relationships at all levels are achieved by simplifying complex technical messages and advocating for external and internal Omega Systems customer support teams.

Technical Responsibilities

• Provide timely resolution to technical support issues while following company standards.
• Properly log, prioritize, assign, track, and respond to incidents and requests in a timely manner.
• Identify and resolve incidents within agreed SLAs, policies, and procedures.
• Maintain support documentation of tools that are used by Customer support services.
• Monitor incident trends and identify recurring incidents for resolution.
• Ensure that all relevant incidents are linked to an appropriate problem.
• Proactively increase the number of calls resolved at the first point of contact.
• Perform root cause analysis as needed for problems, working closely with other Omega Systems support teams.
• Install and maintain desktop hardware and software and provide PC hardware troubleshooting/repair.
• Use advanced tools/technical knowledge to remediate Customer problems and conduct scheduled installations.
• Troubleshoot desktop usage and computer peripherals.
• Troubleshoot and correct defects in existing software systems.
• Responsible for installation, testing, troubleshooting, and repair of workstations.
• Responsible for installation and configuration of workstation software.
• Complete PC installation, maintenance, e-mail administration, and disk capacity monitoring.
• Provide accurate estimates for and track data on time spent adding new features and fixing defects.
• Ensure technical documentation is created and maintained.
• Receive shipments related to professional services orders.
• Schedule resources for the setup of products in order tickets.
• Call the client to coordinate installation, on-site visits, downtime windows, etc.
• Set up shipments in FedEx or UPS for outbound client deliveries as needed and communicate with clients.

Note: Incumbent(s) in this position may be required to perform other duties and special assignments not specifically stated.

Required Experience

• High School Diploma
• 2 Years of experience in a Helpdesk or related IT position.
• Experience with Active Directory (AD) account creation, password resets, group membership changes, distribution groups and other AD functions.
• Experience supporting end-users.
• Experience with ConnectWise Manage software or a similar ticketing system.
• Working knowledge of desktop and server operating systems (Windows, Linux, Unix, etc.).
• Excellent listening, questioning, and customer service skills.
• Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned.
• Ability to maintain composure, tact, and effectiveness under stressful conditions.
• Ability to organize information, efficiently manage time, and balance multiple priorities.
• Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience.

Preferred Experience

• Experience with Microsoft operating systems, Microsoft Office Suite Outlook, Word, Excel, and PowerPoint), and Microsoft desktop applications.
• Experience supporting VPN clients and VPN Administration.
• Conceptual understanding of LAN/WAN network infrastructure.
• Experience supporting applications running in an RDS environment.

Benefits:

• 401(k) matching
• Health Insurance
• Dental Insurance
• Vision Insurance
• Flexible spending account
• Life and Accidental Death & Dismemberment
• Short-Term and Long-Term Disability
• Volunteer Time Off
• Paid time off
• Referral program

EEO Statement

Omega Systems is an Equal Opportunity Employer. We respect and seek to empower each individual and support our workforce's diverse cultures, perspectives, skills, and experiences.