Service Desk Technician L1

Join An Award-Winning Team!

Omega Systems is a nationally recognized technology solutions firm serving a growing number of businesses across the Northeast. We regularly seek talent willing to take on new challenges and innovative methodologies to accommodate our expanding footprint. If you are passionate about IT and eager to benefit from personal development, team-based collaborations, and abundant 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. While on-site is preferred, hybrid and remote working arrangements can be explored. This person will be responsiblefor 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.
• Simplify complex technical messages and advocate for external and internal Omega Systems customer support teams to ensure effective working relationships at all levels.

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.
• Installand maintaindesktop hardware and software and providePC 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.

Skills and Experience

• Proficient in Microsoft Windows 7/8/10, Mac OSX, and Microsoft Office.
• Experience with Active Directory administration, Office 365, and Google Apps.
• Excellent troubleshooting and communication skills.
• Strong work ethic and dedication to delivering quality solutions.
• Experience with printer configuration and troubleshooting.
• Ability to lift and transport objects weighing up to 50 lbs.
• Strong interpersonal communication, time-management, and multi-tasking skills.
• Minimum 3 years of experience in Information Technology.
• Experience in Managed IT Services is highly preferred.
• Bachelors degree in Information Technology, Network Administration, or a related field is preferred.
• Relevant certifications (e.g., A , MCSA, CCNA) are highly desirable.

Criteria for Success:

• Self-starter with a demonstrated ability to learn and adapt quickly.
• Excellent verbal and written communication skills with a strong focus on detail.
• Client-focused with the ability to maintain relationships and resolve conflicts.
• Proven ability to complete assigned tasks with minimal guidance and oversight.

Work Environment and Physical Demands:

• The job operates in a professional office environment and routinely uses standard office equipment.

Benefits

• Heath Insurance
• Dental Insurance
• Vision
• 401(K) plus employer match
• Life Insurance & Accidental Death and Dismemberment
• Employee Assistance Program
• Additional ancillary benefits to select from
• Paid Time Off, Paid Company Holidays, Floating Holiday and your Birthday is a Holiday

EEO STATEMENT
The Company's policy is to provide equal employment opportunities for all applicants and employees. Omega Systems provides equal employment opportunities to all qualified individuals without regard to actual or perceived race including hair texture and natural hair styles), color, religion, religious creed (including religious dress and religious grooming practices), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity (including transgender identity, status and transitioning), gender expression and sex stereotyping, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information (including genetic information), family care or medical leave status, military caregiver status, military status, veteran status, marital status, domestic partner status, sexual orientation, status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, engaging in protected communications regarding employee wages, requesting a reasonable accommodation on the basis of disability or bona fide religious belief or practice, or any other basis protected by local, state, or federal laws. Applicants, as well as employees who are or have become disabled, must be able to perform the essential job functions with or without reasonable accommodation. The Company shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.