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IT Helpdesk Technician

Collegeville, PA

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Our client has an immediate need for a Helpdesk Technician.  This is a full time, permanent position and must be worked onsite at their Collegeville, PA office.


The Helpdesk Technician will provide technical support to their user base for data, voice, audio/video, hardware and software issues and respond to calls for break/fix, moving/relocating, new setup of equipment, and more. This role requires knowledge and skills to either fix issues or escalate them to the appropriate person(s), as well as the ability to accurately field all types of direct service questions from customers in a personable manner.




  • Serve as a frontline contact for end-users to troubleshoot/resolve technical incidents and handle service requests
  • Resolve end-user inquiries through effective communication and anticipate potential future inquiries
  • Provide world class customer service through first-call resolution
  • Document every correspondence with end-users clearly and concisely
  • Collaborate and communicate with other internal support teams and escalate issues to appropriate individual(s) as needed
  • Log issues, report them to the IT Manager, and assist in creating solutions to said issues
  • Deliver timely, accurate and actionable information to support teams as appropriate
  • Respond and react to assigned helpdesk tickets in Ticketing System in a timely manner
  • Address Allied employees' inbound inquiries via phone, secure chat, walk up, and email regarding support requests and incidents
  • Request and secure required documentation according to company procedures
  • Improve upon/refine customer service knowledge and techniques through ongoing training
  • Master various systems for issue tracking, end user account management, inventory, and procurement
  • Complete tasks and projects as assigned, and be willing take on more responsibilities


Job Requirements



  • G-Suite/Google Apps
  • Windows 10
  • Mac OS X
  • Basic networking knowledge
  • Microsoft Office applications
  • Troubleshooting Hardware and Software issues for End Users
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