IT Help Desk Technician

Description

The IT Help Desk Technician serves as the first point of contact for clients seeking technical assistance. This role is responsible for providing professional, timely, and accurate support for client IT environments, including user accounts, workstations, printers, software, network-connected devices, and standard service requests. As part of a Managed Service Provider (MSP), this position supports multiple client environments and must maintain strong communication, documentation, and customer service standards.

Key Responsibilities

• Serve as the initial contact for incoming client support requests by phone, email, and the ticketing system.

• Create, review, categorize, prioritize, and manage support tickets with accurate and complete documentation.

• Provide basic troubleshooting for common IT issues, including user access, password resets, workstation problems, Microsoft 365 issues, software questions, printers, and network-connected devices.

• Set up new user accounts, profiles, basic permissions, and related access requests according to company and client procedures.

• Support basic application installation, configuration, usage questions, and rollouts for client environments.

• Communicate clearly and professionally with clients and internal team members to gather details, provide updates, and confirm resolution.

• Maintain ownership of assigned tickets by providing timely updates, tracking progress, and following through until resolution, escalation, or reassignment.

• Escalate complex, urgent, or out-of-scope issues to Tier 2, Tier 3, or appropriate teams with complete notes and a clear summary of troubleshooting performed.

• Place toner orders and printer service calls as needed, ensuring related activity is documented in the appropriate systems.

• Follow established help desk procedures, scripts, service level expectations, and documentation standards.

• Contribute to a positive client experience by being courteous, patient, responsive, and solution-focused.

• Identify recurring issues and share feedback with the team to help improve processes, documentation, and client support.

• Take a proactive approach to client support by monitoring open tickets, following up on unresolved issues, identifying potential concerns early, and communicating recommended next steps before problems escalate.

Ford Office Technologies, Pittsburgh Post-Gazette Top Workplace and Pittsburgh Business Times Best Place to Work, is the area’s largest independent full-line authorized provider of the industry’s top four manufacturers for copier, printer, and multi-function product (MFP) technology – Canon, Konica Minolta, Kyocera and Lanier (Ricoh). Since opening in 1991, Ford Office Technologies has been focused on delivering the area’s best products and services available in the industry. Our family owned and operated business, headquartered in Connellsville, Pennsylvania, is continually evolving and growing to meet the ever-expanding needs of our customers. From data management to IT services, our main goal is to ensure that our customers’ businesses run smoothly and efficiently with an established company that they can trust. We currently support clients in Pennsylvania, Maryland, West Virginia, and Ohio. Our growth also incorporates expanding our reach, with offices in Pittsburgh, Erie, Monroeville and most recently our Niles, OH location.  

Requirements

• Strong customer service and communication skills with the ability to support users of varying technical skill levels.

• Basic understanding of Windows workstations, Microsoft 365, printers, mobile devices, password management, and common business applications.

• 1–3 years of experience in help desk, technical support, customer service, MSP support, or a related IT support role.

• CompTIA A+ certification preferred or actively in progress.

• Ability to troubleshoot, ask appropriate questions, and gather the information needed to resolve or escalate issues efficiently.

• Ability to manage multiple open tickets while maintaining accuracy, professionalism, and attention to detail.

• Comfortable working in an MSP environment supporting multiple clients, systems, and priorities.

• Willingness to follow documented processes, security procedures, and client-specific requirements.

• Ability to work collaboratively with other technicians, vendors, and internal departments.

• Demonstrates initiative, accountability, and a proactive mindset when supporting clients, managing tickets, and improving daily help desk operations.

Preferred Experience

• Previous experience working in a Managed Service Provider (MSP) environment is preferred.

• Experience using a ticketing system such as Autotask or a similar PSA/ITSM platform.

• Familiarity with basic Active Directory, Microsoft 365 admin tasks, remote support tools, and printer service workflows.

In Return We Offer

• 401(k) with company match
• Bereavement Leave 
• Vacation Benefits 
• Holidays
• Medical, Dental, and Vision Care Insurance 
• Life Insurance – both company paid and additional coverage.
• Voluntary Short-Term and Long-Term Disability Insurance
• Voluntary Policies for additional insurance to cover accident, cancer, critical illness, or injury.
• CDA Scholarship Foundation