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Location: Hybrid Philadelphia - 3 days remote/ 2 days in office per week

Duration: Ongoing multi year contract

We are seeking a Tier 1 Help Desk Analyst to provide first-level technical support for end users across the organization. This role is the front line of IT support - responsible for troubleshooting hardware, software, and network issues, managing support tickets, and ensuring timely resolution or escalation of user requests.

Responsibilities:

• Serve as the first point of contact for all IT support requests via phone.

• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and common business applications.

• Assist with password resets, account access, and basic network connectivity issues.

• Log, categorize, and track all incidents in the IT ticketing system (e.g., ServiceNow, Jira, Zendesk).

• Escalate complex issues to Tier 2 or Tier 3 support when necessary, providing clear documentation.

• Support software installations, updates, and configuration of end-user devices.

• Provide excellent customer service and clear communication with non-technical users.

Required:

• Technical support exposure and excellent customer service skills
• Strong customer service attitude and sense of urgency with a proactive approach
• Enthusiastic answers/personality on calls
• Familiarity with IT concepts
• Technically capable of password resets, windows support, server support

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