Helpdesk Technician

Job Description: Helpdesk Technician

Client: City of Philadelphia

Location: Philadelphia, PA

Duration: 12 Months

Note: This is an onsite role.

Position Summary

The Helpdesk Technician provides first-line technical support to airport employees, ensuring the smooth operation of IT systems and minimizing disruptions to daily airport operations. This role is responsible for diagnosing and resolving hardware, software, and network-related issues, deploying end-user devices, supporting enterprise applications, and delivering excellent customer service while adhering to IT service management standards.

Key Responsibilities

• Provide first-level technical support by responding to user incidents and service requests through various support channels.
• Troubleshoot and resolve hardware, software, operating system, printer, and basic network connectivity issues.
• Configure, deploy, and maintain desktops, laptops, mobile devices, and peripheral equipment.
• Install, configure, and support standard airport applications and Microsoft 365 services.
• Perform user account administration, password resets, and access provisioning in accordance with security policies.
• Document incidents, resolutions, and service requests accurately within the IT service management system.
• Escalate unresolved or complex technical issues to appropriate second- or third-level support teams.
• Assist with software installations, upgrades, system updates, and workstation imaging.
• Maintain IT asset inventory and ensure proper lifecycle management of end-user equipment.
• Follow established IT policies, procedures, and service level agreements (SLAs).
• Collaborate with infrastructure and application support teams to resolve cross-functional issues.
• Deliver professional, customer-focused support while ensuring high levels of user satisfaction.

Qualifications

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
• 2 4 years of experience in IT helpdesk, desktop support, or technical support.
• Strong knowledge of Microsoft Windows operating systems and Microsoft 365.
• Experience with desktop hardware, laptops, printers, mobile devices, and peripheral troubleshooting.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi connectivity.
• Familiarity with Active Directory, IT ticketing systems, and remote support tools.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong verbal and written communication skills with a customer-oriented approach.
• Ability to prioritize multiple tasks and work effectively in a fast-paced operational environment.
• Willingness to work shifts, weekends, holidays, or on-call support as required in an airport environment.