Information Technology Tier 1 & 2 Support Technician (on-site) in Uniontown, Pennsylvania at Black Diamond
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Job Description
Work Location Requirement: This is an on-site position requiring daily reporting to the corporate office in Uniontown, PA.
About the Role:
The IT Tier 1 and 2 Support Technician plays a key role in maintaining reliable, secure, and accessible technology systems for employees across the organization. This position provides first- and second-level technical support for hardware, software, networking, account access, printers, phones, mobile devices, and business applications used in daily rental and leasing operations. The technician responds to support requests, troubleshoots issues, escalates complex matters when appropriate, and documents resolutions to improve service quality. Working closely with internal users and IT leadership, this role helps minimize downtime, support cybersecurity best practices, and ensure employees have the tools they need to serve customers efficiently. Ultimately, this position supports smooth technology operations and business continuity across all locations.
Minimum Qualifications:
- High school diploma or equivalent required; associate degree or technical training in Information Technology, Computer Science, or a related field preferred.
- Working knowledge of Windows operating systems, Microsoft 365, Active Directory, basic networking, printers, mobile devices, and common business applications.
- Ability to troubleshoot hardware, software, network connectivity, user access, and peripheral device issues in a timely and professional manner.
- Strong customer service, communication, documentation, and problem-solving skills with the ability to support both technical and non-technical users.
Preferred Qualifications:
- 1–3 years of experience in help desk, desktop support, technical support, or a similar IT support role.
- CompTIA A+, Network+, Security+, Microsoft 365, Microsoft Azure, or other relevant technical certifications.
- Experience supporting remote users, multiple office locations, or field-based employees.
- Familiarity with ticketing systems, remote support tools, endpoint protection, backup solutions, and asset management processes.
- Basic understanding of cybersecurity practices, including password management, phishing awareness, endpoint security, and access control.
- Experience supporting rental management software, CRM systems, VoIP phone systems, or other line-of-business applications.
Responsibilities:
- Serve as the primary point of contact for Tier 1 help desk requests and provide Tier 2 troubleshooting for escalated technical issues.
- Diagnose, resolve, and document hardware, software, network, printer, phone, mobile device, and user account issues.
- Set up, configure, deploy, maintain, and troubleshoot desktops, laptops, monitors, printers, phones, mobile devices, and related peripherals.
- Create, modify, and disable user accounts, permissions, email accounts, and group access in accordance with company procedures.
- Support Microsoft 365 applications, Windows workstations, remote access tools, endpoint security, and other business-critical systems.
- Escalate complex issues to higher-level IT staff, vendors, or service providers while maintaining communication with end users until resolution.
- Maintain accurate records of support requests, equipment inventory, troubleshooting steps, resolutions, and recurring issues.
- Assist with software updates, patching, antivirus monitoring, backups, equipment lifecycle management, and basic cybersecurity initiatives.
- Provide user training and guidance on technology tools, security awareness, and standard IT procedures.
- Support new hire onboarding, employee offboarding, workstation moves, and technology setup for offices or departments as needed.
Skills:
The required and preferred skills are used daily to provide responsive technical support and maintain a dependable IT environment. Strong troubleshooting skills allow the technician to quickly identify and resolve common technology issues, while customer service and communication skills ensure employees receive clear, professional, and timely assistance. Knowledge of Windows, Microsoft 365, user account management, basic networking, and endpoint devices supports efficient day-to-day operations. Documentation and ticket management skills help track recurring problems, improve response times, and support consistent service delivery. Cybersecurity awareness is applied when managing user access, identifying suspicious activity, supporting endpoint protection, and helping employees follow safe technology practices.