Help Desk Technician
Job Description
Job Description
Help Desk Technician
Location: Central Pennsylvania
Company: Executive Image Solutions, Inc.
Executive Image Solutions, Inc. (EIS) is a managed service provider in Lemoyne, PA. We provide IT, VoIP and copier services to small and medium-sized businesses, nonprofits and local governments across Central Pennsylvania. Our IT team manages more than 1,800 servers, workstations and network devices across 100+ client sites.
We're local by design: In your backyard, and part of your community. Clients call us by name, and our techs know their environments. If you want to grow your IT career on a small team where your work is seen, keep reading.
The role
We're hiring a full-time Help Desk Technician to be the first line of support for our clients. Every support request and monitoring alert comes to the Help Desk first, so you'll see a wide range of issues and solve most of them yourself. You'll need to own your work independently, pull with the team when it counts, and follow the processes our department has built.
Location
Lemoyne, PA — on-site to start; partial remote work available after training and validation
Schedule
Monday–Friday, 8:00 am–5:00 pm. Occasional on-call or after-hours work may be required
Type
Full-time
Reports to
Director of IT and VoIP Services
What you'll do
- Work tickets immediately as dispatch assigns them to you in our ticketing system, resolving them remotely
- Triage RMM monitoring alerts and work or route them
- Check backup jobs daily; ticket and fix failures, and contact clients about backup failures or offline workstations
- Manage and deploy Windows and driver updates for workstations and servers
- Support Microsoft 365: accounts, licensing, MFA, Outlook, Teams, OneDrive and SharePoint
- Handle password resets, account lockouts, printer and mapped-drive issues, and software installs
- Troubleshoot Windows workstations and servers, basic networking (DNS, DHCP, VPN, Wi-Fi) and VoIP phones
- Follow up daily on open tickets so nothing stalls
- Log time on every ticket in real time and write clear notes the client and the next tech can follow
- Work each ticket for up to 60 minutes, then escalate to Level 2/3 with good documentation
- Keep client documentation current in our IT documentation platform
- Help with workstation setups, onboarding and offboarding of client users
What you bring
Required
- 1+ year in a help desk, desktop support or IT service role (internships and school IT count)
- Strong Windows troubleshooting on workstations and servers, and working knowledge of Microsoft 365
- Experience with Active Directory and Group Policy
- Basic networking: IP addressing, DNS, DHCP, how a firewall and switch fit together
- Familiarity with RMM tools and backup solutions
- Clear, patient, friendly communication by phone and in writing — you'll talk to non-technical users all day
- Works independently: you take ownership of your tickets and drive them to resolution without being chased
- Works as part of a team: you share what you learn, hand off cleanly, and help teammates when the queue is heavy
- Follows established processes: you work tickets, notes, time entry and escalations the way the department has defined them, every time
- Organized: you can juggle multiple tickets and prioritize
- Disciplined ticket notes and time tracking
- Valid driver's license (possible, very rare, trips to client sites)
Nice to have
- MSP experience
- ConnectWise, Datto RMM, IT Glue/ITBoost, or SentinelOne
- Entra ID (Azure AD) administration
- VoIP or desk-phone support
- CompTIA A+, Network+, or Microsoft 365 certifications
Pay, benefits and how to apply
- Pay: Competitive pay, based on experience
- Benefits: Health, dental and vision insurance, paid time off, and a 401(k) with company match
- Holidays: 6 federal holidays plus Black Friday
- Growth: certification support and a clear path from Help Desk to Level 2/3 and field work
Join a growing IT team that values technical expertise, customer satisfaction and continuous improvement.