Service Desk Analyst
About the Role
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Location: Hybrid Malvern, PA (2-3 days on site per week)
Responsibilities
- Serve as the first point of contact for IT-related incidents and service requests via phone, email, chat, and ticketing systems.
- Diagnose and resolve issues related to Windows devices, Microsoft 365, hardware, software, printers, and network connectivity.
- Support mobile device management (MDM) solutions, including Microsoft Intune.
- Provision, configure, deploy, and maintain laptops, desktops, and mobile devices.
- Perform user account administration in Active Directory and Microsoft Entra ID (Azure AD).
- Escalate complex issues to appropriate support teams and track incidents through resolution.
- Document troubleshooting steps, resolutions, and knowledge base articles.
- Maintain compliance with IT security policies and procedures.
- Deliver excellent customer service while meeting established SLAs.
Required Qualifications
- 3+ years of experience in a Service Desk, Help Desk, or Desktop Support role.
- Hands-on experience supporting Microsoft Intune for device enrollment, application deployment, and policy management.
- Experience with Microsoft 365, Active Directory, and Windows operating systems.
- Familiarity with ticketing systems such as ServiceNow, Remedy, Jira Service Management, or similar.
- Strong troubleshooting skills across hardware, software, networking, and mobile devices.
- Excellent communication and customer service skills.
- Ability to prioritize multiple requests and work effectively in a team environment.
T1468698-PHI_1786117042
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Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.
Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, and a passion for innovation, creativity and continuous improvement.
Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries. Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs.
We look forward to working with you.