IT End User Services - Technician Level 1

Position Title:

IT End User Services (EUS) Technician – Level 1

Executive Leadership:

VP Infrastructure & Engineering Operations

Leadership:

IT Manager - End User Services

Team Membership:

Information Technology

Location:

Exton, PA Office (505 eagle view Drive, Exton, PA 19341) or
Douglassville, PA Office (1724 W Schuylkill Rd, Douglassville, PA 19518)

Job Status:

Non-exempt (Hourly)

Supervisory Responsibility:

None

Position Summary:

The End User Services (EUS) Technician – Level 1 provides first‑line technical support to employees by resolving common hardware, software, and access issues. This role focuses on delivering timely, customer‑focused support through established procedures while escalating more complex issues as needed.

The Level 1 Technician is critical to maintaining productivity, ensuring positive user experiences, and supporting secure, reliable access to end‑user technology

Essential Duties and Responsibilities:

Key Responsibilities

User Support & Service Desk

• Serve as the first point of contact forend‑userissues via ticketing systems, phone, chat, andwalk‑upsupport.
• Resolve common incidents related to hardware, software, peripherals, passwords, and basic connectivity.
• Accurately document incidents, requests, and resolutions in the ITSM system.
• Escalate unresolved or complex issues to Level 2 or specialized support teams following defined procedures.

Device & Application Support

• Assistwith setup, deployment, and basic troubleshooting of desktops, laptops, monitors, printers, and mobile devices.
• Install and support standard enterprise applications using documented processes.
• Perform basic operating system tasks such as account setup, profile configuration, and updates.

Onboarding & Offboarding Support

• Prepare equipment andassistwith device setup for new hires.
• Support offboarding activities by collecting devices and following access removal checklists.
• Coordinate tasks with HR and IT teams to ensure smooth employee transitions.

End‑User Computing (EUC) & Remote Support

• Assistusers with basic remote access, VPN, and virtual desktop connectivity issues.
• Follow documented procedures for VDI or DaaS environments.

Security & Compliance

• Follow endpoint security policies, data handling standards, and access control procedures.
• Report suspected security issues or policy violations promptly.
• Maintainaccurateasset and access records.

Qualifications:

Required Qualifications

• Basic understanding of Windows operating systems and common enterprise applications.
• Familiarity with ticketing systems and service desk workflows.
• Strong customer service skills and a willingness to learn.
• Must be able toparticipatein and on-call rotation to provide after-hours support

Education and Experience Requirements

• Associate’s degree in Information Technologyor equivalent experience.
• Prior help desk or customer support experience.
• Entry‑levelIT certifications (e.g., CompTIA A+).

Physical Factors/Environment:

This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as is reasonable.