IT Support Technician I

IT Support Technician I

Department: Information Technology | Status: Full-Time, Non-Exempt

Locations: Clarks Summit, PA & Scranton, PA (both sites)

Pay Range: $18.00 – $23.00 / hour, based on experience

Position Overview

The IT Support Technician I is a full-time, on-site role that covers two branch locations in Clarks Summit and Scranton, PA. This position is the first line of response for day-to-day technology needs across the organization. The technician is responsible for resolving Tier 1 help desk requests, maintaining and updating hardware at both sites, supporting end users on off-the-shelf and custom-built software, and managing company-issued mobile devices.

This is a hands-on role that requires regular travel between both branch locations. The right candidate is someone who takes ownership of problems, communicates clearly with non-technical staff, and can follow structured processes while also thinking on their feet when something unexpected comes up.

What You Will Do

Tier 1 Help Desk Support

• Serve as the first point of contact for all IT support requests submitted by staff at either branch location, whether in person, by phone, or through email

• Diagnose and resolve common issues including login problems, connectivity errors, printer and peripheral failures, application errors, and general hardware malfunctions

• Log every support request in the help desk ticketing system with clear, accurate documentation of the issue, the steps taken, and the resolution

• Escalate tickets that fall outside Tier 1 scope to the appropriate team or vendor, and follow up to make sure the issue gets closed out

• Communicate ticket status and resolution updates to the end user in plain language, keeping them informed throughout the process

Hardware Maintenance & Support

• Perform routine maintenance, software updates, and configuration on desktops, laptops, printers, scanners, monitors, and other peripherals at both the Clarks Summit and Scranton locations

• Set up and deploy workstations for new employees, including hardware assembly, OS configuration, account setup, and application installation

• Track and maintain an accurate hardware inventory across both sites, including equipment condition, location, and assignment

• Coordinate equipment repairs with vendors or third-party service providers when in-house repair is not possible

• Ensure all company devices are current on operating system patches and security updates on a regular schedule

• Keep equipment areas, cable runs, and any server or network closet spaces organized and properly documented

Mobile Device Management (MDM)

• Enroll, configure, and maintain company-issued smartphones and tablets through the organization's mobile device management platform

• Apply and enforce device policies including security settings, remote wipe capability, app permissions, and access controls

• Troubleshoot mobile device issues for end users including connectivity, email setup, app access, and account configuration

• Track mobile device inventory including device assignments, warranties, and upgrade cycles

• Support onboarding and offboarding processes as they relate to mobile devices, ensuring devices are properly wiped and re-provisioned as needed

Software Support – Off-the-Shelf Applications

• Provide Tier 1 support for standard business software including Microsoft 365 (Outlook, Word, Excel, and Teams) and any other commercially licensed applications used by staff

• Assist end users with installation, activation, and basic troubleshooting of off-the-shelf software

• Submit and track support cases with third-party software vendors when an issue cannot be resolved at Tier 1

• Maintain software license records and assist with renewals or procurement requests as needed

• Document common software issues and resolutions to build out an internal knowledge base for faster resolution of repeat problems

Software Support – Custom & Internally Developed Applications

• Serve as the first point of contact when staff report issues with internally developed applications, gathering detailed information about the problem including steps to reproduce it

• Perform basic Tier 1 troubleshooting on custom applications, resolving issues that fall within defined support procedures before escalating to the development team

• Assist with applying minor updates and configuration changes to locally developed applications under the direction of the lead developer

• Test application updates in a controlled environment before rollout to confirm changes work as expected and do not introduce new issues

• Communicate application changes and updates to affected staff clearly and in advance, and provide basic guidance on new functionality

• Maintain a running change log for all updates made to custom applications, including what changed, when, and who authorized it

• Relay end user feedback and bug reports to the development team accurately, including relevant details such as error messages, screenshots, and frequency of occurrence

What We Are Looking For

Required

• High school diploma or equivalent; associate's degree in IT, Computer Science, or a related field is preferred

• Solid working knowledge of Windows operating systems and Microsoft 365 applications

• Demonstrated ability to troubleshoot and resolve hardware and software issues independently

• Experience or familiarity with mobile device management concepts and company-issued device support

• Strong written and verbal communication skills, with the ability to explain technical issues in plain language to non-technical users

• Ability to manage and prioritize multiple open tickets without losing track of anything

• Reliable transportation and willingness to travel between the Clarks Summit and Scranton locations regularly

Preferred

• CompTIA A+, CompTIA Network+, or a similar certification (actively pursuing counts)

• Hands-on experience with an MDM platform such as Microsoft Intune, Jamf, or similar

• Exposure to internally developed or custom business applications, including the ability to read documentation or follow a developer's instructions to apply minor changes

• Familiarity with ERP systems or other line-of-business applications used in distribution or service environments

• Experience working in a small to mid-sized business where you wore multiple hats and had to figure things out independently

Schedule & Work Environment

• Full-time Monday through Friday, standard business hours

• On-site position serving two branch locations; travel between sites is a regular part of this role

• Occasional after-hours availability may be required for urgent support issues or scheduled system maintenance

• Works closely with the development team, operations staff, and management across both locations

• Some physical requirements include lifting and moving equipment up to 40 lbs, working in confined spaces such as server closets, and running or managing cable

This job description outlines the primary responsibilities and qualifications for this role. It is not exhaustive and may be updated as organizational needs evolve.