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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:
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Respond to high volumes of inbound support requests via phone, email, and ticketing system.
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Diagnose and resolve hardware, software, printer, and network connectivity issues.
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Log, track, and manage tickets using a help desk system
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Escalate complex issues to Level 2/3 support teams when necessary.
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Provide support for Windows/Mac operating systems, Microsoft Office 365, VPNs, and remote access tools.
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Guide users through step-by-step troubleshooting processes with patience and clarity.
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Maintain a high level of customer service and professionalism in every interaction.
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Follow standard procedures for proper escalation and documentation of unresolved issues.
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Meet or exceed performance metrics such as call handling time, resolution rate, and customer satisfaction.
Qualifications:
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Experience in a help desk or technical support role.
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Strong troubleshooting and problem-solving skills.
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Excellent verbal and written communication skills.
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Ability to work under pressure in a high-volume environment.
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Familiarity with ITIL practices is a plus.
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Certifications like CompTIA A+, Microsoft MTA, or HDI Support Center Analyst are a plus.
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