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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:
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Serve as the first point of contact for all IT support requests via phone.
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Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and common business applications.
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Assist with password resets, account access, and basic network connectivity issues.
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Log, categorize, and track all incidents in the IT ticketing system (e.g., ServiceNow, Jira, Zendesk).
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Escalate complex issues to Tier 2 or Tier 3 support when necessary, providing clear documentation.
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Support software installations, updates, and configuration of end-user devices.
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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
T1431582-PHI_1760641466