Service Desk Analyst
About the Role
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Location: Remote but must be able to come to Philadelphia as needed for meetings and training.
Duration: 6+ month contract
- Provide remote white glove technical support for employees, executives, and VIP users.
- Troubleshoot and resolve hardware, software, application, mobile device, and connectivity issues.
- Monitor IT systems, endpoints, and services to proactively identify and address issues before they impact users.
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
- Diagnose and resolve issues related to Windows operating systems, remote access, VPN connectivity, printers, and collaboration tools.
- Perform user account administration, password resets, access management, and device provisioning.
- Support video conferencing and virtual meeting technologies.
- Utilize ticketing systems to document incidents, service requests, resolutions, and support activities.
- Collaborate with infrastructure, security, networking, and application support teams to resolve complex technical issues.
- Maintain ownership of support issues through resolution while providing timely user communication and updates.
- Develop and maintain support documentation, knowledge base articles, and standard operating procedures.
- Deliver a high level of professionalism, responsiveness, and customer satisfaction in every interaction.
Required
- 2+ years of IT Support, Service Desk, Help Desk, Desktop Support, or End User Support experience.
- Experience supporting users in a corporate enterprise environment.
- Strong troubleshooting skills across Windows operating systems, Microsoft 365 applications, and common business technologies.
- Experience with Active Directory, Azure AD/Entra ID, and user account administration.
- Familiarity with IT ticketing systems.
- Strong written and verbal communication skills.
- Ability to prioritize multiple support requests while meeting service level expectations.
- Exceptional customer service skills with a white glove support mindset.
T1476026-PHI_1790691785
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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.