IT Helpdesk Technician

Our Mission:

To glorify Christ through positively impacting the lives of those we serve each day, while being faithful stewards to all things entrusted to us.

Our Core Values:

Integrity Passion to Serve Team Building Excellence & Value

Personal & Professional Development Work-Life Balance Stewardship

Our Company:

The roots of Martin Companies trace back to 1973 when Dennis & Geraldine Martin started in business trading as Martin Appliance Service. In addition to servicing household appliances, Dennis provided commercial refrigeration and water softener repairs on occasion. Over the years, the Lord blessed his customer service efforts, and the volume of work continued to increase and is still increasing today, giving us the privilege of serving thousands of customers throughout Pennsylvania, New York, Maryland, and nearby regions.

The company is family-owned and operated by the Martin family, with a passion for serving others and customers in a God-honoring way. We strive to live out our faith by allowing the Holy Bible to guide our everyday decisions and influence how we serve our employees and customers. We provide training and resources to help employees continue growing both personally and professionally.

We positively impact our customers' lives through our five divisions:

Martin Appliance Martin Water Martin Heating & Cooling

Martin Furniture & Mattress Pure Test Laboratory

Employee Benefits*:

Comprehensive Health Insurance Plans

Supplemental Insurance options, including vision & dental

401(k) Retirement Savings with Company Matching

Paid Holidays

Paid Vacation Days

Exclusive Discounts on Martin Companies products and services

*Part-time employees may not be eligible for all benefits

Job Summary - IT Helpdesk Technician

IT Help Desk Technicians at Martin Companies provide technical support for our employees and help ensure smooth operations across enterprise systems. This role focuses on resolving user issues, delivering high-quality service, and providing training and troubleshooting to maintain optimal performance.

The IT Helpdesk Technician provides technical support to end users by troubleshooting hardware, software, and network issues. Responsibilities include responding to service requests, resolving problems by phone, email, or in person, and documenting solutions in a ticketing system. This role requires strong knowledge of operating systems, common business applications, and basic networking, along with excellent communication and customer service skills. Technicians may escalate more complex issues to higher-level support and assist with device setup and maintenance.

Duties & Responsibilities:

Provide technical support for computer hardware, software, and connectivity issues.

Troubleshoot and resolve problems related to the Microsoft enterprise stack (Windows OS, Active Directory, Office 365, Teams, SharePoint, etc.)

Manage and update tickets in the company's IT ticketing system, ensuring timely resolution and accurate documentation

Collaborate with network engineers, system administrators, DevOps, SecOps, and other IT team members to identify recurring issues and implement solutions

Assist with device setup, configuration, and deployment for Windows desktops, laptops, and iOS mobile devices

Deploy and manage mobile devices utilizing MDM

Support user account management, permissions, and security compliance

Maintain clear and consistent communication with end users, providing updates and guidance

Prioritize and manage multiple tasks in a fast-paced environment

Required Skills & Abilities:

Strong knowledge of Microsoft enterprise technologies (Windows 10/11, Active Directory, Office 365)

Familiarity with ticketing systems (e.g., Jira/Confluence, Zendesk, or similar)

Excellent communication skills and the ability to explain technical concepts to non-technical users

Ability to multitask and manage priorities effectively

Basic networking knowledge (TCP/IP, DNS, DHCP)

Experience with device imaging and deployment tools is a plus

Preferred Qualifications:

2+ years of experience in IT support or help desk roles

Industry certifications such as CompTIA A+, Network+, or Microsoft certifications

Experience supporting remote users and VPN connectivity

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer

Must be able to lift up to 40 pounds at times

The successful IT Helpdesk Technician will be an excellent communicator and active listener with strong technical and decision-making abilities. This individual will work well within a team and handle challenging situations with a focus on serving end users with excellence and care.