Service Desk Technician

PHMC serves as both a direct service provider to individuals, families, and communities across the region and as an intermediary agent - managing large-scale contracts, government and philanthropic partnerships, and multidisciplinary initiatives that require operational sophistication, strategic leadership, and deep mission alignment. Position Summary: The Service Desk Support Tech will provide first and second-line technical support to internal and external staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administrative duties within this role. Coverage includes PHMC and its Affiliate sites, as well as remote users at other offices and home workers. Work Schedule: This is a full-time exempt position with a regular work schedule of five days and 37.50 hours/week. General work described as Monday through Friday, 8:30 am - 5:00 pm. This position may be required to work some evenings and Saturdays during peak periods. Work primarily performed at 1500 Market Street, Philadelphia, PA. Responsibilities: * Serve as a single point of contact for service requests from the user community regarding IT issues and questions. * Experience and in-depth knowledge of Service Desk methodologies. * Participate in Incident Lifecycle Management (timely response, closure, and escalation of issues). * Experience working with Service Management tools. * Knowledge of basic ITIL principles (Incident, Change, and Problem Management). * Maintain a high degree of customer service for all support inquiries. * Adhere to all service management principles. * Strong analytical and problem-solving skills. * Ability to interpret and convey technical concepts. * Ability to work both independently and in a team environment. * Knowledge of Network Infrastructure and the ability to troubleshoot LAN/WAN/Telephony /VPN issues. * Experience with Active Directory. * Working knowledge of Windows Server 2003 or higher, Exchange Server 2007 or higher, and Citrix is a plus. * High level of knowledge supporting all major Windows-based desktop applications (Microsoft Outlook, Word, Excel, PowerPoint, etc). * Publish support documentation to assist staff with requests for information & provide staff training if required. * Create and administer user accounts, passwords, and privileges/rights as assigned and directed by Network Administrators. * Follow all Service Desk Support and Department guidelines and operating procedures. * Perform day-to-day audio-visual (AV) functions, including scheduling, end-user coordination/training, troubleshooting, and equipment installation/repair. * Work closely with Peers, Management, and other IS staff to acquire additional technical and non-technical knowledge. * Performs other related duties as required by management. Skills: * Ability to differentiate between errors caused by hardware, software, and applications. * Excellent organizational skills, attention to detail, and highly accurate work. * Excellent communication skills. * Physical Requirements: Normal office environment. Experience: * Minimum of 2 years of experience in service desk support. Education Requirement: High School Diploma required A+ Certification required ITIL certification would be beneficial A technology-oriented degree is desirable Supervisor: This position reports to the IT Service Desk Manager. PHMC is an Equal Opportunity and E-Verify Employer.

Created: 2026-04-02