Service Desk Analyst

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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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