Service Desk Analyst

Beacon Hill

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Location: Remote but must be able to come to Philadelphia as needed for meetings and training.
Duration: 6+ month contract We are seeking a Remote White Glove IT Support Specialist to provide exceptional technical support to employees, executives, and business stakeholders across a distributed environment. This role delivers concierge-level IT support while proactively monitoring systems, troubleshooting technical issues, and ensuring a seamless user experience for users. Responsibilities

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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Vacancy posted 2 days ago

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