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Location: Philadelphia - On site 2 days, 3 days remote

Shifts: Needs to be available for 1st or 2nd shift including weekends

Benefits: https://bhsg.com/useful-links#employee-benefits

We are seeking a customer-focused IT Help Desk Analyst to join our technical support team. This role is best suited for candidates who excel in fast-paced, high-volume call environments and can provide first-level support for hardware, software, and network issues.

Key Responsibilities:

• Respond to high volumes of inbound support requests via phone, email, and ticketing system.

• Diagnose and resolve hardware, software, printer, and network connectivity issues.

• Log, track, and manage tickets using a help desk system

• Escalate complex issues to Level 2/3 support teams when necessary.

• Provide support for Windows/Mac operating systems, Microsoft Office 365, VPNs, and remote access tools.

• Guide users through step-by-step troubleshooting processes with patience and clarity.

• Maintain a high level of customer service and professionalism in every interaction.

• Follow standard procedures for proper escalation and documentation of unresolved issues.

• Meet or exceed performance metrics such as call handling time, resolution rate, and customer satisfaction.

Qualifications:

• Experience in a help desk or technical support role.

• Strong troubleshooting and problem-solving skills.

• Excellent verbal and written communication skills.

• Ability to work under pressure in a high-volume environment.

• Familiarity with ITIL practices is a plus.

• Certifications like CompTIA A+, Microsoft MTA, or HDI Support Center Analyst are a plus.

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