IT Help Desk Technician, Aliquippa PA

IT Help Desk Technician (Tier 1)

PGT Trucking, Inc.

Location: 4200 Industrial Blvd, Aliquippa, PA 15001 (On-site)

Employment Type: Full-time, Hourly (Non-exempt)

Schedule: Monday – Friday, 8:00 AM – 5:00 PM

About the Role

PGT Trucking is looking for a dependable, customer-focused IT Help Desk Technician to be the first point of contact for technical support across our offices, terminals, and driver fleet. This role focuses mainly on Tier 1 support, with growing responsibility for Tier 2 troubleshooting, escalations, and small projects. You'll work closely with a small, hands-on IT team that supports PGT Trucking and its affiliated companies.

Tier 1 Responsibilities (Primary)

• Respond to help desk tickets, phone calls, emails, and walk-ups in a timely and professional manner
• Log, track, prioritize, and document all requests in the ticketing system through resolution
• Reset passwords, unlock accounts, and assist with multi-factor authentication (MFA) enrollment
• Troubleshoot Windows desktops and laptops, Microsoft 365 apps (Outlook, Teams, OneDrive), printers, and peripherals
• Support mobile devices and driver tablets, including setup, basic troubleshooting, and device swaps
• Set up workstations for new hires and assist with onboarding and offboarding tasks
• Image, deploy, and recover computers using standard company images
• Maintain accurate records of equipment in the asset inventory system
• Provide responsive, professional, and discrete support to executive staff
• Perform basic network troubleshooting, including connectivity, Wi-Fi, cabling, and network printers
• Complete IT paperwork and administrative tasks, such as equipment forms, request records, and shipping/vendor documentation
• Help users report and handle suspicious emails and escalate potential security issues immediately
• Escalate issues outside the scope of this role to the appropriate team member with clear documentation

Tier 2 Responsibilities (Partial)

• Perform user and group administration in Active Directory and Microsoft Exchange under established procedures
• Troubleshoot more complex hardware, software, network connectivity, and VPN issues
• Assist with user access and basic support for the company's transportation management system (TMS)
• Support software deployments, patching, and endpoint updates
• Write and update knowledge base articles and how-to guides for users and the IT team
• Assist senior IT staff with projects, upgrades, and infrastructure tasks as assigned
• Follow change management and security policies for all system changes

Required Qualifications

• Strong customer service and communication skills, with patience for non-technical users
• Working knowledge of Windows 10/11 and Microsoft 365
• Basic understanding of networking concepts (IP addressing, DNS, DHCP, Wi-Fi)
• Ability to manage multiple requests and prioritize by business impact
• Strong documentation habits and attention to detail
• Ability to lift up to 50lbs and move equipment as needed
• Valid driver's license, reliable transportation.

Preferred Qualifications

• 1+ year of help desk, desktop support, or related IT experience (or equivalent training)
• Experience with Active Directory
• Experience with ticketing systems and remote support tools
• Experience supporting mobile devices or MDM platforms
• Associates/Bachelor's degree in CIS or adjacent IT field

What We Offer

• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays

PGT Trucking, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local law.