Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to provide hands-on technical assistance for end users in Philadelphia, Pennsylvania. This Long-term Contract position is ideal for someone who enjoys resolving day-to-day hardware, software, and device issues while delivering a high level of customer support in a busy enterprise setting. The role requires a dependable, detail-oriented individual who can work fully on-site and manage support requests efficiently across desktop and mobile environments.

Responsibilities:
• Provide on-site desktop and help desk support for employees, addressing incidents involving computers, peripherals, mobile devices, and common business applications.
• Diagnose and resolve technical problems across Windows and macOS systems, ensuring users can return to productivity with minimal disruption.
• Support smartphones and tablets running iOS and Android, including setup, troubleshooting, and user assistance.
• Manage service desk ticket activity by documenting issues, prioritizing requests, and following through to timely resolution.
• Perform user account support tasks within Active Directory, including access updates, password assistance, and permissions-related changes.
• Use remote assistance tools to guide users and troubleshoot systems when in-person support is not practical.
• Investigate basic connectivity and network-related issues and escalate more advanced problems when necessary.
• Work closely with team members and internal stakeholders while also handling assigned issues independently in a fast-paced environment.• 2–3 years of desktop support experience within a structured enterprise or managed IT environment.
• Hands-on experience supporting Microsoft Windows systems, including Windows 10, as well as macOS platforms.
• Familiarity with troubleshooting and supporting iOS and Android mobile devices.
• Working knowledge of basic troubleshooting methods, networking fundamentals, and end-user connectivity issues.
• Experience administering user accounts and access through Active Directory.
• Comfort using service desk ticketing systems and remote support tools such as LogMeIn.
• Strong communication, customer service, and problem-solving skills with the ability to handle sensitive information professionally.
• Availability to work on-site five days per week with consistent attendance and punctuality.